Service Desk Manager: Lead the Desk, SLAs & Self-Service

Capitolis; Newport Beach (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Capitolis seeks a Service Desk Manager to lead the single point of contact for users, managing staffing, shifts, queues, SLAs, knowledge and self-service, and escalations.

You will run the desk, route tickets by category, ensure first-contact resolution, coordinate with resolver groups and domain service teams, and report on satisfaction and patterns to drive improvements. SmartSuite provides a unified portal with SLA timers and a knowledge base to support the desk.

Qualifications

• The Service Desk Manager leads the single point of contact for users: staffing and shifts, ticket queues, SLAs, knowledge and self-service, escalation and customer satisfaction.

Responsibilities

• Run the service desk team, shifts and queues
• Meet response and resolution SLAs and manage escalations
• Own first-contact resolution, knowledge and self-service
• Coordinate with resolver groups and domain service teams
• Track satisfaction and recurring request types
• Report desk performance and improvement actions

Job description

Capitolis seeks a Service Desk Manager to lead the single point of contact for users, managing staffing, shifts, queues, SLAs, knowledge and self-service, and escalations.

You will run the desk, route tickets by category, ensure first-contact resolution, coordinate with resolver groups and domain service teams, and report on satisfaction and patterns to drive improvements. SmartSuite provides a unified portal with SLA timers and a knowledge base to support the desk.