# IT Service Desk & SLA Operations Manager

**Company:** [Zoox](https://hotfix.jobs/companies/zoox)
**Location:** Foster City, CA
**Role:** IT Support
**Salary:** $167k – $201k/yr
**Experience:** 3+ years
**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
**Posted:** 2026-09-08

> 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.

## Job Description

## 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.

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