IT Service Desk Lead - SLA & Process Optimization

Zoox; Foster City (CA); Sur place; USD 167 000 - 201 000; Plein temps

Avantages offerts par ce poste

Paid time off

Zoox Stock & RSUs

Health insurance

Disability insurance

Life insurance

Résumé du poste

Zoox in Foster City, California is seeking an IT Service Desk & SLA Operations Manager to own the end-to-end lifecycle of IT support tickets, from intake to resolution. You will drive Lean processes, automate where possible, and ensure SLAs are met across multi-tier support teams.

You will monitor tickets, triage, escalate, and collaborate with cross-functional groups to improve efficiency, reduce bottlenecks, and boost CSAT.

Qualifications

• 3–5+ years in ITSM, IT Operations, or Service Desk leadership roles with end-to-end ticket management experience.
• Unwavering ownership mentality and willingness to follow tickets through to resolution.
• Strong focus on reducing waste and simplifying processes.
• Advanced proficiency with ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice).
• Deep expertise in analytics/BI platforms (Power BI, Tableau, Excel/Google Sheets) for reporting.

Responsabilités

• End-to-End Ticket Ownership & Lifecycle Management: own tickets from intake to closure.
• Queue Administration & Triage: triage, assign, and monitor incidents across multi-tier teams; ensure proper documentation and confirmed resolution.
• Escalation Management: identify aging/high-priority tickets and drive action to prevent SLA breaches.
• Process Optimization & Friction Elimination: audit lifecycles, streamline workflows, and remove bottlenecks.
• Automation & Lean Operations: automate routine tasks and standardize procedures across support tiers.
• SLA & Metric Tracking: monitor First Response Time, MTTR, FCR, CSAT; build dashboards and reports.
• Process Governance & Continuous Improvement: enforce ITIL/Lean governance and cross-team coordination.
• Vendor & Cross-Team Coordination: align internal/external teams with targets; manage CSAT feedback.

Connaissances

End-to-end ticket management

Ownership mindset

Lean process optimization

Analytics/BI proficiency

Strong communication

Outils

ServiceNow

Jira Service Desk

BMC Helix

Freshservice

Description du poste

Zoox in Foster City, California is seeking an IT Service Desk & SLA Operations Manager to own the end-to-end lifecycle of IT support tickets, from intake to resolution. You will drive Lean processes, automate where possible, and ensure SLAs are met across multi-tier support teams.

You will monitor tickets, triage, escalate, and collaborate with cross-functional groups to improve efficiency, reduce bottlenecks, and boost CSAT.