ZipRecruiter

Log In

1

Service Desk Operations Manager Jobs in Ohio (NOW HIRING)

Babcock & Wilcox

IT Service Desk Supervisor

Akron, OH · On-site

The Service Desk Supervisor will oversee the daily operations of the IT Service Desk team, ensuring ... Provide insights and recommendations to the Senior Service Desk Manager. Leadership Development

Babcock & Wilcox

IT Service Desk Supervisor

Akron, OH · On-site

Description The Service Desk Supervisor will oversee the daily operations of the IT Service Desk ... Prepare for future transition into a Service Desk Manager role. This position is part of a ...

Vaco by Highspring

IT Operations Manager

Mason, OH · On-site

Transition Level 1 and Level 2 service desk functions to a 24x7x365 managed services model * Stand up and oversee vendor-managed NOC and SOC operations * Rationalize application portfolio, eliminate ...

Firelands Health

Service Desk Manager

Sandusky, OH · On-site

Plans, directs, coordinates, and evaluates the daily operations of the Service Desk and Desktop ... Serves as the management escalation point for Service Desk and Desktop Support incidents, requests ...

RH Aero Systems

Manager, IT Operations

Mason, OH · On-site

Actively manage performance issues, service gaps, and contract alignment. * Deliver operating ... Demonstrated success transitioning service desk operations into a 24x7 MSP model. * Experience ...

ASMGi

Service Desk Technician

Cleveland, OH · On-site

$31K - $52K/yr

Service Desk Technician Would you like to join us in a growing, thriving tech company with the ... configuration and management of customer equipment in our Network Operations Center.

next page

Showing results 1-20

All JobsService Desk Operations JobsService Desk Operations Manager JobsService Desk Operations Manager Jobs in Ohio

Service Desk Operations Manager information

See Ohio salary details

$34.7K

$89.9K

$149.3K

How much do service desk operations manager jobs pay per year?

As of Jul 26, 2026, the average yearly pay for service desk operations manager in Ohio is $89,858.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,500.00 and $107,000.00 per year, depending on experience, location, and employer.

What is the difference between Service Desk Operations Manager vs Service Desk Supervisor?

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon in IT support teams, smaller organizations

The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.

What does a service desk manager do?

A service desk manager oversees the support team responsible for resolving IT issues and providing technical assistance to users. They coordinate workflows, ensure service quality, manage incident escalation, and often use IT service management tools like ITIL frameworks. Strong communication, leadership skills, and technical knowledge are essential for this role.

What does a service operations manager do?

A Service Desk Operations Manager oversees the daily functions of the service desk team, ensuring efficient incident resolution, customer satisfaction, and adherence to service level agreements. They coordinate staff, implement processes, and utilize tools like ticketing systems to maintain service quality and improve operational performance.

What makes a good service desk manager?

A good service desk manager possesses strong leadership, communication, and problem-solving skills to oversee support teams effectively. They should have a solid understanding of IT service management frameworks like ITIL, be able to handle escalations efficiently, and prioritize customer satisfaction while managing resources and performance metrics.

Is operations manager a high position?

An operations manager is typically considered a mid- to senior-level management role responsible for overseeing daily business activities, implementing policies, and improving efficiency. The position's seniority can vary depending on the organization, but it generally holds significant responsibility within a company's hierarchy.
What are popular job titles related to Service Desk Operations Manager jobs in Ohio? For Service Desk Operations Manager jobs in Ohio, the most frequently searched job titles are:
What job categories do people searching Service Desk Operations Manager jobs in Ohio look for? The top searched job categories for Service Desk Operations Manager jobs in Ohio are:
What cities in Ohio are hiring for Service Desk Operations Manager jobs? Cities in Ohio with the most Service Desk Operations Manager job openings:
Service Desk Operations Manager jobs near you
IT Service Desk Supervisor

IT Service Desk Supervisor

Babcock & Wilcox

Akron, OH • On-site

Other

Posted 6 days ago

Babcock & Wilcox rating

8.7

Company rating: 8.7 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

54th of 485 rated machine equipment manufacturers

Job description

The Service Desk Supervisor will oversee the daily operations of the IT Service Desk team, ensuring efficient handling of incidents and service requests while delivering exceptional customer support. This role is designed for a high-potential leader who will be mentored and developed for future promotion to Service Desk Manager. The ideal candidate demonstrates strong leadership qualities, technical expertise, and a passion for continuous improvement.

  Team Leadership & Development

  • Provide coaching, feedback, and training to team members.
  • Act as a role model for leadership and customer service excellence.

  Operational Oversight

  • Monitor ticket queues, prioritize workloads, and ensure timely resolution of incidents and requests.
  • Assist in managing escalations and communicate effectively with stakeholders.
  • Maintain accurate documentation and knowledge base articles.

  Process Improvement

  • Identify opportunities to streamline workflows and improve service delivery.
  • Participate in ITIL-based process implementation and optimization.
  • Support initiatives for automation and self-service capabilities.

  Metrics & Reporting

  • Track and report on SLAs, KPIs, and team performance.
  • Provide insights and recommendations to the Senior Service Desk Manager.

  Leadership Development

  • Engage in mentorship and leadership training programs.
  • Participate in strategic planning discussions and shadow managerial responsibilities.
  • Prepare for future transition into a Service Desk Manager role.

This position is part of a structured career development plan. The Service Desk Supervisor will receive mentorship from senior leadership, exposure to managerial responsibilities, and targeted training to prepare for promotion to Service Desk Manager within 18-24 months, based on performance and organizational needs.

         Education: Associate or Bachelor's degree in IT or related field (or equivalent experience).

         Experience:

         3 years in IT support roles, with at least 1 year in a supervisory or lead position.

         Certifications: ITIL Foundation (preferred).  

         Strong communication and interpersonal skills.

         Ability to lead and motivate a team.

         Familiarity with ITSM tools and service desk operations.

         Problem-solving and analytical mindset.

         Strategic thinking and decision-making.

         Customer-centric approach.

         Ability to manage multiple priorities in a fast-paced environment.

         Continuous improvement mindset.

What Babcock & Wilcox employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply