Manager Service Desk

Optimum•Plano, TX

13d

About The Position

The Manager, Service Desk Operations provides day-to-day operational leadership across the Service Desk. This role is responsible for ensuring consistent delivery of high-quality technical support, meeting service level expectations, and fostering a culture of accountability, ownership, and customer-centric support. The manager oversees frontline supervisors and analysts, drives operational KPIs, ensures adequate staffing coverage, and manages real-time escalations. This role is critical to maintaining stability, minimizing downtime for end-users, and improving the Service Desk’s responsiveness and overall performance.

Requirements

5+ years of experience in IT Service Desk, Help Desk, or IT Support environment
2+ years of leadership experience (Supervisor, Team Lead, or Manager)
Strong understanding of Service Desk KPIs, ITSM principles, and operational metrics
Excellent communication, interpersonal, and coaching skills
Demonstrated ability to lead teams through change, growth, and evolving expectations
Strong problem-solving ability with calmness under pressure
Experience with ServiceNow or similar ITSM platforms preferred
Experience in contact center or technical support environments highly preferred

Nice To Haves

ITIL Foundation Certification
Experience in large enterprise support environments
Background supporting Identity Access Management, VDI, or modern authentication
Experience working closely with engineering, automation, or operations teams

Responsibilities

Oversee daily operations of the Service Desk, including call, chat, and ticket workflows.
Monitor real-time queue performance and adjust staffing to maintain service levels.
Own delivery of KPIs: ASA, AHT, FCR, abandon rate, backlog/aging, SLA attainment, and quality metrics.
Ensure adherence to established procedures, knowledge articles, and customer service standards.
Lead, coach, and develop Service Desk Supervisors and frontline analysts.
Conduct performance reviews, one-on-ones, and continuous feedback sessions.
Address performance concerns promptly and fairly, partnering with HR when necessary.
Create a positive, high-performing team culture built on empathy, accountability, and professional growth.
Serve as the primary escalation point for frontline issues and customer concerns.
Ensure timely communication during high-severity incidents and coordinate with technical teams.
Provide direction to supervisors and analysts during outages, peak volumes, or operational challenges.
Manage shift schedules, staffing levels, and break/lunch coverage to ensure optimal support.
Collaborate with Workforce Management (if applicable) to forecast volume and staffing needs.
Support onboarding and continued training of new team members.
Identify process gaps, inefficiencies, and opportunities to improve customer experience.
Partner with the Strategy/Enablement role, Identity Ops, Client Ops, and Engineering teams to improve workflows.
Ensure consistency in case documentation, process adherence, and technical troubleshooting standards.
Align daily operations with leadership goals, strategic initiatives, and cross-functional projects.
Communicate key updates, procedural changes, and operational impacts to the team.
Participate in internal leadership meetings and represent the Service Desk in business discussions.