Service Desk Manager
About The Position
As the Service Desk Manager, you will oversee the Service Desk and Service Introduction workstreams, ensuring high-quality support for core financial processing platforms. You will orchestrate service introduction from planning and coordination through execution and stabilization, and own the transition of new platform deployments in alignment with enterprise timelines and service level agreements. The role serves as a primary liaison for client program analysts, product owners, senior executives, project managers, and technical leads, including providing executive briefings, managing stakeholder communications, and resolving complex delivery negotiations. You will set standards for audit-ready operational documentation, lead training and mobilization to prepare support teams for new services, and oversee risk mitigation, change impact assessments, contingency planning, and early life support after deployments. You will also manage service desk performance and major incident escalation, direct enterprise monitoring dashboards and alerts, and develop a team of Service Desk Specialists, Analysts, and Consultants.
Requirements
- Bachelor's degree in Computer Science or equivalent relevant work experience.
- At least 6 years of PC, customer support, or Service Desk experience.
- At least 5 years of customer service experience.
- 2–5 years of management experience.
- Extensive experience in IT service management, product operations, or systems transition.
- Deep expertise in service transition frameworks, deployment readiness, ITIL methodologies, and release coordination in complex, multi-system environments.
- Advanced proficiency with the ServiceNow Platform.
- Advanced proficiency with Customer Relationship Management (CRM).
- Advanced proficiency in Service Desk Management.
Nice To Haves
- Experience with an incident tracking system.
- Intermediate proficiency with Splunk.
- Intermediate proficiency in data analysis and interpretation.
- Familiarity with Dynatrace, CloudWatch, and SQL for system health monitoring and technical troubleshooting.
- Ability to influence senior leadership and manage high-stakes client relationships.
Responsibilities
- Oversee end-to-end planning, coordination, and execution of service introduction and readiness activities for new platform deployments.
- Own the transition of new features and platforms from development to stable, supported operations, aligned with enterprise timelines and SLAs.
- Manage communications with senior client stakeholders, project managers, and technical leads, including executive briefings on platform stability, transition readiness, operational incidents, and SLA compliance.
- Facilitate stakeholder alignment and resolve complex delivery negotiations.
- Set and enforce standards for comprehensive, audit-ready operational documentation, including SLAs, SOPs, runbooks, and support guides.
- Lead strategic training and mobilization programs to prepare support teams for day-one operations of new services.
- Identify and mitigate risks for service rollouts; oversee change impact assessments and design contingency frameworks.
- Lead early life support stabilization initiatives following deployment.
- Manage overall service desk performance, supervise incident escalations, and oversee major incident triage.
- Direct development of enterprise monitoring dashboards and alerts across Splunk, Dynatrace, and CloudWatch.
- Manage and develop a team of Service Desk Specialists, Analysts, and Consultants; guide resource allocation and conduct performance evaluations.
Benefits
- ASM's overall compensation and benefits package for employees is mentioned; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
