Remote Service Desk Operations Leader

Southern New Hampshire University; United States; Remote; USD 86,000 - 137,000; Full time

Benefits offered by this job

High-quality health insurance

Free tuition program

5 weeks paid time off

Employer-funded retirement

Parental leave

Mental health resources

Job summary

Southern New Hampshire University is seeking a Senior Service Desk Operations Manager to lead end-to-end IT service desk operations, ensuring high-quality service delivery and alignment with SLAs. You will manage incident response, reporting, and continuous improvement, partnering with MSPs and Platform Owners.

This role offers remote work options within approved states and a competitive compensation package.

Qualifications

• 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 of experience in lieu of degree.
• Experience managing service delivery in large, complex environments, including managed service providers.
• Strong track record in SLA management, reporting & analytics (ServiceNow or Power BI), and operational performance improvement.
• Experience improving processes and driving efficiency such as through LEAN methodologies.

Responsibilities

• Lead and develop a team of service desk professionals, driving accountability and engagement.
• Manage queue health, ticket management, prioritization, and workload balancing.
• Actively engage in escalations, incident response, and operational decision-making.
• Govern Service Level Management for MSP and internal ops; monitor SLA/KPI performance.
• Develop dashboards and reports using ServiceNow, Five9, and Power BI; translate data into insights.
• Oversee incident management, escalation handling, and major incident response.
• Drive process optimization, document governance, and change control across service desk.
• Partner with MSPs, Platform Owners, and Knowledge Enablement to improve training and operations.

Skills

Leadership

SLA management

Reporting & analytics

Education

Bachelor's degree in Computer Science / Information Technology

Tools

ServiceNow

Five9

Power BI

Job description

Southern New Hampshire University is seeking a Senior Service Desk Operations Manager to lead end-to-end IT service desk operations, ensuring high-quality service delivery and alignment with SLAs. You will manage incident response, reporting, and continuous improvement, partnering with MSPs and Platform Owners.

This role offers remote work options within approved states and a competitive compensation package.