IT Service Desk & SLA Operations Manager

Zoox•Foster City, CA

14d•$167,000 - $201,000•Remote

About The Position

The IT Service Desk & SLA Operations Manager is responsible for overseeing the end-to-end lifecycle of all IT support tickets, from initial intake through resolution and closure. This role demands unrelenting ownership: you will follow every ticket on its entire journey to the end-of-the-earth to achieve resolution in a timely and effective manner. Driven by a "Simple Sets You Free" mindset, this role actively strips away bureaucratic friction, eliminates operational waste, and continuously optimizes IT service management processes to maximize efficiency, speed up ticket resolution, and boost customer satisfaction.

Requirements

3–5+ years in IT Service Management (ITSM), IT Operations, or Service Desk leadership roles with demonstrated experience in end-to-end ticket management and lean process optimization.
Unwavering ownership mentality—willing to follow a ticket to the end-of-the-earth to see it resolved.
Strong lean operational mindset focused on process simplification and waste reduction.
Advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice, etc.).
Deep expertise in analytics/BI platforms (Power BI, Tableau, Excel/Google Sheets advanced reporting).

Nice To Haves

ITIL v3/v4 Foundation certification
Excellent written/verbal communication
Strong analytical problem-solving
Proven ability to simplify complex technical workflows under tight SLA timelines

Responsibilities

Personally track and follow tickets on their entire journey to the end-of-the-earth, taking total responsibility until issues are thoroughly, accurately, and effectively resolved.
Monitor, triage, and assign incoming incidents, service requests, and problem tickets across multi-tiered support teams with speed and accuracy.
Validate that all tickets are properly documented, root causes are identified, and end-users confirm resolution before ticket closure.
Identify aging, stuck, or high-priority (P1/P2) tickets and proactively cross organizational boundaries to drive action and prevent SLA breaches.
Continuously audit ticket lifecycles, intake workflows, and escalation paths to pinpoint bottlenecks, redundant approvals, or process inefficiencies that delay issue reporting and resolution.
Design and implement intuitive, simplified ticketing processes and self-service channels that make it effortless for users to report issues and for technicians to resolve them.
Collaborate across IT and business departments to re-engineer flawed processes, remove unnecessary handoffs, and eliminate administrative bloat slowing down resolution times.
Champion lean service desk practices by eliminating obsolete procedures, automating routine tasks, and establishing straightforward, zero-friction standards across all support tiers.
Enforce and monitor compliance against core SLAs (First Response Time, Mean Time to Resolution [MTTR], First Contact Resolution [FCR], and Customer Satisfaction [CSAT]).
Design, build, and maintain real-time operational dashboards and weekly/monthly executive report packs using ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).
Analyze incident data to detect recurring technical issues, capacity bottlenecks, or process failures, feeding insights directly into Problem Management.
Standardize and enforce streamlined incident management processes, simplified escalation pathways, and consistent ticket categorization/tagging.
Hold internal technical teams and external IT vendors accountable to contractual response and resolution targets while streamlining joint operational workflows.
Manage the CSAT survey process, follow up on negative feedback, and implement actionable improvement plans based on direct user input.