IT Service Desk & SLA Operations Manager
Manages the end-to-end IT service desk ticket lifecycle, SLA performance, escalations, reporting, and continuous process improvement. Requires 3–5+ years in ITSM or service desk leadership and advanced ITSM and analytics platform expertise.
About the job
Responsibilities
- Own IT support tickets from intake through resolution and closure.
- Monitor, triage, assign, and quality-check incidents, service requests, and problem tickets across mult tier support teams.
- Identify aging, blocked, and high-priority tickets; coordinate escalations to prevent SLA breaches.
- Audit ticket lifecycles, intake workflows, and escalation paths to identify bottlenecks and waste.
- Design simplified ticketing processes, self-service channels, and streamlined escalation workflows.
- Automate routine tasks and establish lean service desk standards.
- Monitor First Response Time, Mean Time to Resolution (MTTR), First Contact Resolution (FCR), and Customer Satisfaction (CSAT).
- Build and maintain operational dashboards and executive reports using ITSM and BI tools.
- Analyze incident trends and feed recurring issues and process failures into Problem Management.
- Standardize incident management, ticket categorization, tagging, and escalation processes.
- Coordinate internal technical teams and external IT vendors against response and resolution targets.
- Manage CSAT surveys, investigate negative feedback, and implement improvement plans.
Requirements
- 3–5+ years of experience in IT Service Management, IT Operations, or Service Desk leadership, including end-to-end ticket management and lean process optimization.
- Strong ownership, process simplification, waste reduction, analytical problem-solving, and communication skills.
- Advanced proficiency with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, or Freshservice.
- Expertise with analytics and BI platforms, including Power BI, Tableau, and advanced Excel or Google Sheets reporting.
Nice-to-Haves
- ITIL v3 or v4 Foundation certification.
- Ability to simplify complex technical workflows under tight SLA timelines.
Skills
It Service Management, Servicenow, Jira Service Management, Bmc Helix, Freshservice, Power BI, Tableau, Excel, Google Sheets, Itil, Sla Management, Incident Management, Problem Management, Dashboard Reporting, Lean Operations
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