Service Desk Operations Manager

Jobtailor; Deutschland; Remote; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a senior Service Desk Lead to manage a team of professionals and oversee end-to-end service delivery across a complex environment. The role emphasizes SLA governance, incident response, and continuous improvement of processes.

The ideal candidate brings a strong background in ITIL practices, ServiceNow and Power BI analytics, and experience with managed service providers. The position supports remote work from approved locations within Germany.

Qualifikationen

• Bachelor’s degree or equivalent experience in a relevant field.
• 10 years in business process ownership and related areas.
• 1 year leading teams in a complex service environment.
• Experience managing service delivery in large, complex environments.

Aufgaben

• Lead, coach, and develop a team of service desk professionals.
• Own day-to-day operations including queue health, ticket management, prioritization, and workload balancing.
• Engage in escalations, incident response, and operational decision-making.
• Own and govern Service Level Management for managed service partners and internal operations.
• Monitor SLA/KPI performance and drive corrective actions.
• Develop and maintain dashboards and reporting using ServiceNow and Five9.
• Translate data into insights for staffing, service design, and improvements.
• Oversee incident management, escalation handling, and major incident response.
• Ensure timely restoration and communication during service disruptions.
• Oversee ticket flow, backlog management, and queue governance.
• Drive continuous improvement initiatives across Service Desk operations.

Kenntnisse

Service Level Management

SLA Management

Operational Performance Improvement

Team Leadership

LEAN Methodologies

Incident Management

Ticket Management

Data Analysis

Power BI

ServiceNow

Ausbildung

Bachelor's degree in Computer Science/IT or related field

Tools

Five9

Power BI

ServiceNow

Jobbeschreibung

• Lead, coach, and develop a team of service desk professionals
• Own day-to-day operations, including queue health, ticket management, prioritization, and workload balancing
• Engage in escalations, incident response, and operational decision-making
• Own and govern Service Level Management processes for managed service partners and internal operations
• Monitor SLA/KPI performance and drive corrective actions
• Drive operational adjustments, process changes, and prioritization decisions to meet service targets
• Develop and maintain operational dashboards and reporting frameworks using ServiceNow, Five9, and related tools
• Translate data into insights for staffing, service design, and operational improvements
• Analyze service volume, SLA adherence, incident patterns, and customer feedback
• Deliver regular performance reporting to leadership
• Oversee incident management, escalation handling, and major incident response
• Ensure timely restoration and communication during service disruptions
• Ensure adherence to incident prioritization, routing, and escalation standards aligned to ITIL practices
• Oversee ticket flow, backlog management, and queue governance
• Drive continuous improvement initiatives across Service Desk operations
• Serve as Process Repository Owner and manage documentation governance and lifecycle
• Monitor process execution and adherence
• Identify inefficiencies and drive process optimization and standardization
• Establish and enforce change control and communication practices
• Manage the IT Service Desk managed services provider
• Partner with Service Experience Owners, Knowledge Enablement, Platform Owners, and Process Owners
• Integrate training strategies with quality findings, process updates, and new technology implementations
• Perform other responsibilities as assigned

Requirements

• 10 years of relevant experience in business process ownership, documenting, executing or automating
• 1 year of experience leading teams and operational functions in a complex service environment
• Advanced knowledge of service workflows and support models
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience in lieu of degree
• Experience managing service delivery in large, complex environments, including managed service providers
• Strong track record in SLA management, reporting and analytics (ServiceNow or Power BI), and operational performance improvement
• Experience improving processes and driving efficiency such as through LEAN methodologies
• Employees must reside in and work from one of the approved states
• Reliable internet connection and dedicated, properly equipped workspace free of distractions

Core Competencies

Demonstrates expertise in Service Level Management, operational performance improvement, and team leadership within complex service environments. Proficient in utilizing ServiceNow and analytics tools to drive data-informed decisions and enhance service delivery.

Highest-signal resume keywords

• Service Level Management
• SLA Management
• Operational Performance Improvement
• Team LeadershipProcess Optimization

ATS Optimization Keywords

Hard Skills

• ServiceNow
• SLA Management
• Reporting and Analytics
• LEAN Methodologies
• Incident Management
• Ticket Management
• Operational Dashboards
• Data Analysis
• Workload Balancing
• Process Documentation

Soft Skills

• Coaching
• Decision-Making
• Communication
• Problem-Solving
• Collaboration

Industry Keywords

• ITIL Practices
• Service Desk Operations
• Managed Service Providers
• Service Workflows
• Complex Service Environment

Tools & Technologies

• Five9
• Power BI