End-to-End IT Service Desk & SLA Lead

Zoox; Foster City (CA); On-site; USD 167,000 - 201,000; Full time

Benefits offered by this job

Zoox Stock Appreciation Rights

Amazon RSUs

Health insurance

Long-term care insurance

Disability insurance

Life insurance

Job summary

Zoox in Foster City, CA is seeking an IT Service Desk & SLA Operations Manager to own the full lifecycle of IT support tickets, from intake to closure. This role removes friction, optimizes ITSM processes, and drives customer satisfaction with a relentless ownership approach.

You will monitor SLAs, build real-time dashboards, and collaborate with cross-functional teams to streamline workflows and eradicate bottlenecks. A strong background in ITSM tools and analytics is required.

Qualifications

• 3-5+ years in ITSM, IT Operations, or Service Desk leadership with end-to-end ticket experience.
• Unwavening ownership mentality and willingness to follow tickets to resolution.
• Strong lean mindset focused on simplifying processes and reducing waste.
• Advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice).
• Deep analytics experience using Power BI, Tableau, or Excel for reporting.

Responsibilities

• End-to-End Ticket Ownership: track tickets from intake to resolution with accountability.
• Queue Administration & Triage: triage, assign incidents, service requests, and problems across teams.
• Escalation Management: address aging/high-priority tickets to prevent SLA breaches.
• Process Optimization: redesign workflows, reduce bottlenecks, and enable self-service.
• SLA & Metrics: monitor SLAs, build dashboards, and provide insights for continuous improvement.
• Governance & Collaboration: enforce ITIL/lean practices and coordinate with vendors.

Skills

ITSM

IT Operations

Service Desk Leadership

Ownership Mindset

Lean Process

ITSM Tools

Tools

ServiceNow

Jira Service Desk

BMC Helix

Freshservice

Power BI

Tableau

Excel

Job description

Zoox in Foster City, CA is seeking an IT Service Desk & SLA Operations Manager to own the full lifecycle of IT support tickets, from intake to closure. This role removes friction, optimizes ITSM processes, and drives customer satisfaction with a relentless ownership approach.

You will monitor SLAs, build real-time dashboards, and collaborate with cross-functional teams to streamline workflows and eradicate bottlenecks. A strong background in ITSM tools and analytics is required.