Cadence, Consulting, Cross-Functional, Customer Support/Service, IT Service Management (ITSM), Mergers and Acquisitions, Operational Support, Operations Management, Organizational Skills, Outsourcing, Performance Analysis, Process Improvement, Service Level Agreement (SLA), ServiceNow, Team Player, Vendor/Supplier Management
Service Desk Manager / Support Operations Lead
100% Remote (EST/CST preferred)
We're seeking an experienced Service Desk Manager / Support Operations Lead to oversee service desk operations in a complex, multi-brand enterprise environment. This role will own vendor oversight, operational cadence, escalation management, and cross-functional coordination across internal and outsourced support teams.
Responsibilities
- Oversee service desk and support operations as the internal point of ownership
- Partner with outsourced service desk and internal teams to ensure service quality
- Run daily/weekly operational meetings and service reviews
- Monitor SLAs, CSAT/DSAT, queue performance, and vendor reporting
- Lead coordination for major incidents and escalations
- Help improve processes, governance, and cross-team alignment
- Support readiness for rollouts, changes, and transitions
Requirements
- Strong background in service desk management or support operations
- Experience managing outsourced/MSP-supported teams
- Vendor management and SLA performance experience
- Ability to coordinate escalations in complex environments
- Highly organized, process-oriented, and collaborative
- ServiceNow or similar ITSM experience preferred
- Experience in M&A or multi-tenant environments is a plus
Details
- Remote, with EST/CST preferred
- Standard business hours with occasional early/late availability
- Contract engagement with potential for full-time conversion
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