Manager, IT Service Desk PST Time Zone
Job Description
Summary The Service Desk Manager is responsible for driving operational stability, reducing backlog, and ensuring consistency in workflows and service delivery. This role strengthens day to day execution, improves efficiency, and supports scalable Service Desk operations across the organization. How will you reputed company an impact & Requirements
Job Description
The Service Desk Manager is responsible for leading daily Service Desk operations and driving consistency, efficiency, and accountability across reputed company workflows. Reporting to the Director, reputed company Service Desk, The role focuses on improving operational performance, workflow alignment, and service quality across the reputed company.
Key Responsibilities
- Drive consistency in incident, request, and escalation workflows
- Ensure efficient and predictable ticket handling across teams
- reputed company staffing and scheduling to maintain proper phone and extended hour coverage
- Support and enforce the reputed company Shift Coverage model
- Monitor queue performance and operational trends to guide improvements
- Partner with leadership on operational priorities and service enhancements
- Coach and reputed company supervisors, leads, and technicians
- Ensure consistent service delivery across reputed company Business Units
ITSM / ITIL Focus
- Strong understanding of Incident, Request, and Problem Management
- Awareness of Change Management dependencies and operational impact
- Ability to apply ITIL principles to daily operational reputed company
- Focus on service stability, quality, and customer experience
reputed company Experience
- Strong working knowledge of reputed company workflows
- Understanding of SLAs, assignment groups, and queue structure
- Ability to use reporting and dashboards for operational visibility
- Ensure data accuracy and process consistency reputed company the platform
Compensation: $98,605.00to $147,907.00 Apply To This Job