IT Service Desk Deputy Operations Manager

Virtual Technologies Group-posted 12 days ago
$95,000 - $110,000/Yr
Full-time • Manager
Manchester, NH
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The IT Service Desk Deputy Operations Manager works directly under the Operations Manager, serving as the critical day-to-day leader responsible for ensuring the Service Desk operates efficiently and reliably. This role is focused on tactical execution, performance management, process governance, and acting as the primary point of escalation and decision-making in the absence of the Operations Manager. The Deputy Manager is key to translating strategic goals into daily operational success for the Service provided to the higher education university community.

  • Oversee the Service Desk's daily operational rhythm, ensuring seamless service delivery across all shifts and contact channels (call, chat, email, ticketing).
  • Closely monitor real-time performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), implementing immediate tactical adjustments to maintain service standards.
  • Act as the central point of contact for all major and high-priority incidents, coordinating the resolution efforts and ensuring clear, timely communication to the Operations Manager and relevant stakeholders.
  • Lead the Service Desk's quality assurance program, including monitoring quality scores, analyzing performance data, and driving targeted coaching and training initiatives.
  • Prepare daily, weekly, and monthly operational reports, highlighting performance trends, potential risks, and areas for improvement for review with the Operations Manager.
  • Enforce adherence to established IT Service Management (ITSM) processes, standards, and documentation, with a strong focus on Incident, Knowledge, and Problem Management.
  • Work with Team Leads to audit and refine operational procedures to maximize efficiency and analyst effectiveness.
  • Manage and maintain the Service Desk's Knowledge Base, ensuring content is current, accurate, and easily accessible to all analysts.
  • Drive continuous service improvement initiatives at the tactical level, focusing on reducing repeat issues and improving First Contact Resolution (FCR) rates.
  • Provide direct operational support and mentorship to the Team Leads, assisting them with complex personnel issues, performance coaching, and workflow management.
  • Assist the Operations Manager with workforce management, scheduling optimization, capacity planning, and resource forecasting.
  • Deputize for the Operations Manager as needed, including leading internal meetings and engaging with the higher education university client team on operational matters.
  • Bachelor's degree in a technical or business discipline, or equivalent practical experience.
  • Minimum of 4+ years of experience in an IT Service Desk environment, with at least 2 years in a leadership, supervisory, or management capacity.
  • ITIL Foundation Certification required; ITIL Intermediate or higher certification strongly preferred.
  • Demonstrated ability to manage and resolve complex technical and operational escalations.
  • Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.
  • Operational Execution: Exceptional ability to manage and optimize daily service delivery operations in a fast-paced, high-volume environment.
  • Process Orientation: Deep understanding of ITIL principles and proven experience in enforcing process compliance.
  • Data Analysis: Strong analytical skills with the ability to leverage ticketing data and metrics to drive operational decision-making.
  • Communication and Interpersonal Skills: Excellent ability to communicate clearly and professionally with Team Leads, analysts, and internal/external stakeholders.
  • Conflict Resolution: Proven track of record in resolving high-stakes technical incidents and complex personnel issues calmly and effectively.
  • ITIL Intermediate or higher certification strongly preferred.
  • VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.
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