IT Service Desk Operations Manager

Virtual Technologies Group • Manchester, NH

12d • $90,000 - $115,000

About The Position

The IT Service Desk Operations Manager serves as the primary operational and administrative leader for the outsourced Service Desk, responsible for the overall success and strategic direction of the service provided to a higher education university. This high-visibility role ensures optimal operational performance, financial management, client relationship health, and continuous service improvement, directly impacting the quality and efficiency of IT support for the university community.

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum of 5+ years of progressive experience in managing large-scale IT Service Desk or IT Operations, preferably in an outsourced or multi-client environment.
• Demonstrated expertise and certification in ITIL v3 or v4 (Expert or Managing Professional certification highly desirable).
• 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.
• Proven experience managing client relationships, contracts, and financial budgets for a large service delivery function.
• Strategic Vision: Ability to translate client business needs and technical requirements into actionable, long-term service delivery strategies.
• Executive Communication: Exceptional verbal, written, and presentation skills, capable of communicating complex information to both technical teams and executive-level clients (SNHU stakeholders).
• Financial Acumen: Strong understanding of P&L management, budget control, cost optimization, and contract performance.
• Problem & Crisis Management: Proven ability to manage high-impact service interruptions, drive root cause analysis, and implement effective preventative measures.
• Leadership and Influence: Demonstrated ability to lead and motivate a management team, drive change, and build consensus across diverse teams.

Nice To Haves

• A Master's degree is a plus.

Responsibilities

• Serve as the primary operational point of contact and lead for the SNHU client relationship, participating in regular governance and steering committee meetings.
• Develop and execute the strategic roadmap for the Service Desk, aligning service delivery with the university’s long-term IT objectives and evolving user needs.
• Oversee the entire Service Desk operation to ensure all contracted Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) are met or exceeded.
• Lead the preparation and presentation of performance reports, service reviews, and business continuity planning to stakeholders.
• Manage and control the program budget, forecasting resource needs, and ensuring cost-effective delivery of high-quality services.
• Drive the implementation and adherence to advanced ITIL-based processes, focusing on continuous improvement across Incident, Request, Problem, and Knowledge Management.
• Establish, monitor, and enforce operational standards, policies, and procedures across all shifts and Service Desk locations.
• Lead major service transition and transformation projects, ensuring minimal disruption and successful adoption of new technologies or service methods.
• Own the Service Desk's quality assurance framework, conducting regular audits and implementing corrective actions to maintain high service integrity and compliance.
• Oversee workforce management strategies, including capacity planning, scheduling optimization, and resource allocation to handle fluctuating demand.
• Directly manage, mentor, and coach the Team Leads, providing leadership support to ensure they effectively manage their respective teams of analysts.
• Lead talent management initiatives, including recruitment, onboarding, training, and retention strategies for the entire Service Desk staff.
• Foster a high-engagement, customer-focused, and results-driven culture, encouraging collaboration and continuous professional development.
• Handle high-level employee relations issues, performance challenges, and complex cross-functional team dynamics.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager