Operations Services Manager

State of Oklahoma • Oklahoma City, OK

3d • Onsite

About The Position

As an Operations Services Manager with OMES you will enjoy: Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually. A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents. This is a full-time, 40-hour per week position, to include on-call support of supervisors and team as needed. Support the Information Services Division Salary up to: $90,000 based on education and experience Position is on-site in Oklahoma City, OK Position Summary This position is responsible for the operational management of the service desk and the ServiceNow platform administrative team. This role ensures effective service delivery, strong operational performance, staff development, service quality and continuous improvement across service operations and ServiceNow processes. This position partners closely with technical teams and business stakeholders to support efficient, reliable end-user services.

Requirements

• Bachelor’s degree in Information Technology, Business or related field OR equivalent mix of education and professional experience.
• 3+ years of experience in IT service delivery, enterprise support or operations management.
• 2+ years of direct experience supervising a technical team or service desk.

Nice To Haves

• Experience working closely with ServiceNow (or similar enterprise ITSM tool).
• Practical knowledge of ITSM framework, such as ITIL to manage full-service lifecycle and adherence to SLA’s.
• Proven ability to coach technical staff while fostering a customer-focused, high-performance culture.
• Skilled at analyzing operational performance data and ticket trends to identify and execute improvements.
• Experienced liaison skills to effectively engage with business stakeholders and coordinate across technical teams.

Responsibilities

• Oversee daily service desk operations and ServiceNow platform administration, ensuring consistent service delivery.
• Provide direct leadership to service desk supervisors and ServiceNow team, as well as indirect oversight to frontline service desk staff.
• Coach and develop service desk supervisors and ServiceNow team to foster high performance, strong customer service, and continuous improvement, while developing the teams professionally.
• Implement staffing plans, scheduling, and resource allocations to support operational needs.
• Ensure consistent adherence to documented processes, SLAs, KPIs and compliance requirements.
• Oversee service quality, escalated issue resolution, queue management, and workflow efficiency across the teams.
• Track performance data, such as ticket volume, response/resolution time, customer satisfaction, quality review results.
• Identify trends, recommend improvements and execute approved changes to processes, workflows and tooling.
• Support operational readiness for new technologies, services and changes introduced into the environment.
• Manage the ServiceNow administration team responsible for platform configurations, workflows, enhancements, integrations and maintenance.
• Prioritize ServiceNow development and support activities in alignment with operational needs and leadership direction.
• Maintain platform documentation, standards and knowledgebase updates related to ServiceNow.
• Ensure ServiceNow changes follow governance, testing and change-control practices.
• Partner with cross-functional teams to resolve complex issues, implement improvements and support automation initiatives.
• Support adoption of new workflows, knowledge articles and self-service capabilities.
• Serve as an operational liaison between the teams, technical teams and business stakeholders.
• Participate in recruiting, selecting, onboarding and training staff across assigned Workplace Service functions.
• Escalate strategic, cross-department, or high-impact concerns.
• Develop team capabilities through coaching, mentoring and skill-building programs.
• Support talent development and succession planning.

Benefits

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

What This Job Offers

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