Senior Service Operations Manager

Overview: GSL is hiring a Senior Service Operations Manager to lead our global Service Operations team. The team keeps clients' digital signage, LED and audio-visual networks running around the clock, and delivers the installations behind them. This is an operations leadership role. You'll design and run the workflows that make 24/7 service possible: how work is scheduled, staffed, routed and handed off across time zones, how field technicians and vendors are dispatched, and how weekends and off-hours are covered. You'll continually look for ways to make the operation faster and more efficient, using data, process improvements and automation to cut response times and repeat work. You'll also build the team itself, cultivating a culture of ownership, accountability and collaboration. You'll coach team leads and technicians, create clear career paths, and make Service Operations a place where people grow and want to stay. You'll be the person we confidently put in front of any customer, and you'll partner with other departments to keep clients happy and the business running efficiently. Strong technical knowledge helps you guide the team and judge what needs escalating, but your focus is leading the operation, not solving every ticket yourself. GSL is a close-knit, goal-oriented team that works hard to deliver best-in-class projects for world-class customers.

Duties and Responsibilities: Service Level Agreements and Global Support

• Create SLAs for prospects and clients, and be the single point of accountability for meeting or exceeding them
• Monitor and report on SLA performance
• Balance support work across the global team so coverage is seamless across time zones, including handoffs between regions and evening and weekend coverage
• Set response-time standards and make sure Jira ticket procedures and documentation are followed Optimization Strategy and Workflow Management
• Design and manage end-to-end workflows for tickets, field dispatch and installations, from intake to resolution
• Build and run a Global 24/7 operating model, including handoff, shift schedules, on-call and weekend rotations, and the logistics behind them with SLA timers
• Plan capacity and staffing against client demand and the upcoming project pipeline
• Use data to find bottlenecks and drive optimization, such as response times, first-time fix rates, repeat visits and workload balance Installations and Field Delivery
• Work with Operations so quotes, the project life cycle through financial close, and the dispatch of on-site technicians follow our SOPs and SLAs
• Partner with Project Managers on a smooth handoff of completed installations into support
• Act as a point of escalation for installations running in other regions and time zones
• Vet and negotiate rate cards with third-party vendors, particularly LED partners by DMATeam Leadership
• Lead the Global Service Operations team and its local team leads, giving them room to make decisions while being readily available for escalation
• Cultivate a team environment built on ownership, recognition and collaboration, where people support each other across shifts and regions
• Build and maintain a clear support tier from triage through Level 1, Level 2 and Level 3, with defined responsibilities, skills and escalation criteria at each tier
• Make sure tickets are triaged, routed and escalated to the right tier quickly, so senior technicians spend their time on the issues that need them
• Own training across the team, including Confluence documentation, regular sessions on LED hardware and installations, career paths between tiers, accreditations and certifications
• Work closely with the Operational Coordinators and Managers who prepare client quotes and manage those relationships Process, Reporting and AI adoption
• Own and enforce best practices and standard operating procedures (SOPs)
• Make sure support time is tracked and categorized correctly, so billing is accurate and economic modeling for XEN support holds up
• Analyze ticket patterns with Engineering to build automated fixes into XEN and reduce the need for technicians to step in
• Find practical ways to use AI and automation to improve response times, documentation and reporting Client Communication
• Serve as the escalation contact for clients and protect client satisfaction, especially when something out of the ordinary happens
• Communicate with urgency, confidence and polish, from day-to-day updates to difficult conversations
• Coordinate client training in the XEN ecosystem, including videos and the self-service portal
• Set client communication standards for tone, urgency and escalation updates, so clients get a consistent experience wherever they are

Skills and Qualifications: Required

• 10+ years in technical support, service delivery or field services, including at least 3–5 years leading a team (5–7 years preferred)
• 3+ years' experience in digital signage or digital out-of-home (DOOH)
• Proven experience running a 24/7 or multi-shift service operation, including scheduling, capacity planning and workflow design
• Experience leading teams across locations or time zones
• A track record of owning SLAs and service metrics and reporting on them to leadership
• A track record of improving operations with data: finding bottlenecks, streamlining processes and measuring the results
• Demonstrable LED knowledge, especially Daktronics, NovaStar, Watchfire and Chainzone, including processors, sending and receiving cards, power supplies and tile-level fault diagnosis
• Strong Windows 10/11 troubleshooting: services, processes, event logs, and the ability to read an error rather than guess at it
• Practical networking: TCP/IP, DNS, DHCP, static IP configuration, port and firewall troubleshooting, and diagnosing connectivity faults remotely
• Working knowledge of Zendesk, Jira and Confluence (or similar), plus MS Office, especially Excel
• Takes ownership of hard problems, stays with them until they're resolved or properly escalated, and builds the processes and documentation that keep them from coming back
• Communicates clearly, in writing and in person, with people at every level inside and outside the organization, from summarizing complex issues to handling escalations and senior client conversations calmly and professionally
• Highly organized and detail-oriented, able to prioritize multiple urgent tasks at once while building teamwork and cooperation with colleagues and clients

Team: retention, engagement, training and certification completion, and clear career progression between tiers

• Financials: productivity against financials by category of support and by client, revenue performance, and accuracy of our cost models (such as average hours for LED versus kiosk work)
• Time and workload: technician time split across remote support, installation and documentation, and a monthly review of global workload with hours shifted across regions to match priorities and SLAs
• Continuous improvement: monthly ticket reviews that lead to process improvements, closed knowledge gaps, and automation or AI in XEN that reduces manual work Salary Expectations
• Salary range for this position is 115,000 - 130,000 + Benefits