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

Welcome to ConsultNet, a premier national provider of technology talent and solutions. Our expertise spans across project services, contract-to-hire, direct search, and managed services onshore, nearshore, and hybrid. For over 25 years, we have connected thousands of consultants with meaningful roles through a personal, communication-driven approach, partnering with a diverse client base to build high-performing teams and create lasting impact. Our comprehensive service offerings cover a wide range of technology and engineering positions across key markets nationwide. Learn more at www.consultnet.com .

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.