Service Desk Manager
Service Desk Manager
L7
Occupations
General and Operations ManagersFirst-Line Supervisors of Office and Administrative Support WorkersFirst-Line Supervisors of Personal Service WorkersIndustries
Other General Government SupportAdministrative Management and General Management Consulting ServicesComputer Systems Design ServicesOverview:
In this role, you will lead two service desk teams delivering reliable, high-quality support for a large-scale statewide government program. You’ll translate operational data into actionable insights, ensure SLAs are met, and drive continuous improvement. As a primary client-facing leader, you’ll partner with stakeholders to align service delivery with contract requirements. You will foster high-performing teams and introduce innovations like automation and AI-enabled solutions to enhance the customer experience. Compensation / Benefits Competitive compensation Comprehensive insurance options 401(k) matching and share purchase plan Paid time off Paid parental leave Tuition assistance/W Learning opportunities
Responsibilities:
Provide strategic and day-to-day oversight for two service desk teams to ensure consistent service quality Analyze NICE inContact/CXone dashboards and real-time data to identify trends and risks and plan improvements Maintain and improve SLA performance, with corrective actions when needed Establish escalation procedures and manage high-impact issues Ensure staffing coverage for forecasted and unexpected demand Identify trends, risks, and remediation actions; collaborate with vendors Lead, coach, and develop supervisors, leads, and agents Foster a culture of ownership, collaboration, and continuous improvement Engage with client stakeholders, present performance, risks, and improvement plans Develop business cases and implementation plans for service improvements Prepare and present weekly/monthly/ad hoc reports and maintain governance documentation Translate metrics into executive-level insights and recommendations
Key requirements:
Bachelor's degree in Business Management or equivalent At least 3 years in the past 15 years leading or managing service desk operations on large IT systems Experience with ServiceNow Experience with Jira (Atlassian tool suite) Experience supporting large statewide government applications Strong facilitation and conflict resolution skills Excellent written and verbal communication Ability to influence without direct authority Facilitation Conflict resolution Communication ServiceNow Jira (Atlassian suite) NICE inContact (preferred)
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Level
ManagerL7
Location
Sacramento, CA
Occupation
General and Operations Managers
Industry
Other General Government Support
Posted
today
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