Senior Manager, Service Desk Operations

About this role

### Job Title

Senior Manager, Service Desk Operations

### Job Description

Senior Manager, Service Desk Operations (U.S. Remote)

You will lead the Service Desk Operations for North America, responsible for overseeing Service Desk Managers, Major Incident Management, and the direction of Level 1 support within a unified, ITIL-aligned support operating model.

Your role:

• Lead day-to-day technical direction for Level 1 support operations, triage quality, and queue discipline, including direct oversight and management of Service Desk Managers and Major Incident Managers.
• Drive first-contact resolution through disciplined knowledge use, known issue handling, and structured troubleshooting, mentoring managers on best practices and accountability for results.
• Coach, develop, and provide ongoing feedback to Service Desk Managers and frontline staff on call control, documentation quality, customer communication, and professional growth.
• Review ticket patterns, reassignment trends, and handoff points to improve flow and reduce waste, holding Service Desk Managers accountable for continuous improvement within their teams.
• Identify training gaps and work with Service Desk Managers to build or refine job aids, scripts, and knowledge articles for recurring issues, fostering a culture of learning and development.
• Promote compliance with regulated support processes, documentation expectations, and audit-ready operating practices, overseeing the performance management and development of Service Desk Managers to maintain standards and drive excellence.
• You must be able to work core business hours in a US time zone and provide leadership support during critical incidents or high-volume service events as needed

You're the right fit if:

• You’ve acquired 7+ years of experience in enterprise technical support, service desk operations, or incident management, including substantial hands-on work in a complex ITSM environment
• Your skills include a d...