JOB SUMMARY
The Senior Service Desk Manager – Operations is responsible for leading the day-to-day operational 
effectiveness of the Service Desk organization. This position oversees operational performance, service quality, process governance, workforce accountability, and continuous improvement initiatives to ensure support services are delivered efficiently and consistently. This role serves as a key leader in ensuring the Service Desk operates at a high level of efficiency while continually improving user experience, operational maturity, and business alignment.

JOB DUTIES
Strategic Execution & Operational Leadership

• Drive operational consistency across Service Desk functions and support teams.
• Ensure Service Desk operations are aligned with organizational goals, service expectations, and 
• established standards.
• Monitor service delivery performance and proactively address operational challenges impacting 
• user experience.
• Lead operational efforts to improve efficiency, effectiveness, and scalability across support 
• functions.
• Develop and maintain operational standards that support high-quality service delivery.

Metrics, Reporting & Accountability

• Establish and maintain accountability for operational goals, service levels, project commitments, 
• and departmental initiatives.
• Facilitate recurring operational reviews focused on performance, service quality, customer 
• satisfaction, productivity, and organizational priorities.
• Ensure leaders and teams have clear ownership of initiatives, action items, and operational 
• objectives.
• Identify operational risks and escalate concerns that may impact service delivery or 
• organizational performance.

Continuous Improvement & Service Excellence

• Analyze operational workflows and identify opportunities to improve efficiency, quality, and user 
• satisfaction.
• Lead continual service improvement initiatives designed to enhance Service Desk performance 
• and maturity.
• Partner with Service Desk leadership to standardize procedures and improve consistency across 
• teams.
• Support implementation of tools, automation opportunities, and operational enhancements that 
• improve service effectiveness.

Leadership & Team Development

• Coach and mentor Service Desk leaders in operational planning, prioritization, accountability, 
• and execution.
• Foster a culture of ownership, collaboration, customer service, and continuous improvement.
• Promote consistent operational expectations and leadership practices across the organization.
• Encourage proactive communication, follow-through, and accountability at all levels of the 
• Service Desk.

Service Management & Governance

• Facilitate operational reviews, service assessments, and improvement planning activities.
• Participate in major incident reviews, trend analysis, and service improvement initiatives when 
• appropriate.
• Facilitate collaboration between teams to remove barriers and improve execution of 
• departmental objectives.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent combination of education and experience.
• 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.
• ITIL Foundation certification or equivalent preferred.
• 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.