Sr. Service Desk Manager
On-siteSalt Lake City, Utah, United States or Nashville, Tennessee, United States
Job Summary
Lead the day-to-day operational effectiveness of the Service Desk organization, overseeing performance, service quality, process governance, and workforce accountability. Monitor service delivery performance to proactively address challenges impacting user experience and drive continuous improvement initiatives for operational maturity. Establish and maintain accountability for operational goals, service levels, and project commitments while facilitating recurring reviews focused on productivity and organizational priorities. Analyze workflows to identify efficiency opportunities, standardize procedures, and support implementation of tools and automation enhancements. Coach and mentor Service Desk leaders in operational planning and execution, fostering a culture of ownership and collaboration across the team.
Required Qualifications
- Bachelor's degree in Information Technology, Business Administration, Management, or a related field
- Seven (7) or more years of progressive IT operations or support leadership experience
- Three (3) or more years of leadership experience managing support operations, service delivery functions, or technical teams
- Demonstrated experience managing operational performance through metrics, reporting, and accountability practices
- Experience developing support processes, operational governance, and continual improvement initiatives
- Strong understanding of IT Service Management (ITSM) principles and support operations
- Excellent organizational, planning, and prioritization skills
- Excellent verbal and written communication skills
- Strong analytical and problem-solving capabilities
- Ability to identify risks and proactively develop mitigation strategies
- Strong facilitation and meeting leadership skills
- Ability to manage multiple competing priorities in a fast-paced environment
- Strong coaching and mentoring skills with the ability to improve the quality of operational planning and execution
Desired Qualifications
- ITIL Foundation certification or equivalent
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