ZipRecruiter

Log In

1

Service Desk Operations Manager Jobs in Tennessee

kgs

Call Center Operations Manager

Nashville, TN

The ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for ...

kgs

Call Center Operations Manager

Nashville, TN · On-site

The ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for ...

Global IT Family

Service Desk

Nashville, TN · On-site

Service Desk Location: Nashville, TN Duration: 12+ Months Onsite IT Call Center Experience ... Directory Management Able to navigate Different OUs Able to look up attributes Able to reset ...

next page

Showing results 1-20

All JobsService Desk Operations JobsService Desk Operations Manager JobsService Desk Operations Manager Jobs in Tennessee

Service Desk Operations Manager information

See Tennessee salary details

$33.1K

$85.8K

$142.5K

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

As of Aug 29, 2026, the average yearly pay for service desk operations manager in Tennessee is $85,787.00, according to ZipRecruiter salary data. Most workers in this role earn between $64,400.00 and $102,100.00 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.

How much do service desk operations managers make?

Service Desk Operations Managers in the US typically earn between $60,000 and $100,000 annually, with the median salary around $75,000. Salaries vary based on experience, location, company size, and certifications such as HDI or ITIL, and often include benefits like bonuses and health insurance.

What is the role of a Service Desk Operations Manager?

A Service Desk Operations Manager oversees the daily operations of the service desk team, ensuring efficient incident and request resolution, maintaining service quality, and implementing process improvements. They coordinate staff, monitor performance metrics, and often utilize IT service management tools like ITIL frameworks to meet organizational service goals.

What are popular job titles related to Service Desk Operations Manager jobs in Tennessee?

For Service Desk Operations Manager jobs in Tennessee, the most frequently searched job titles are:

What job categories do people searching Service Desk Operations Manager jobs in Tennessee look for?

The top searched job categories for Service Desk Operations Manager jobs in Tennessee are:

What cities in Tennessee are hiring for Service Desk Operations Manager jobs?

Cities in Tennessee with the most Service Desk Operations Manager job openings:

Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in Tennessee as of June 2026, with employment types broken down into 90% Full Time, 8% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $85,787 per year, or $41.2 per hour.

Sr. Service Desk Manager

Pennant Services, Inc.

Nashville, TN

Full-time

Posted 23 days ago

Job description

WHO WE ARE

At Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values—Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.


JOB SUMMARY
The Senior Service Desk Manager – Operations is responsible for leading the day-to-day operational 
effectiveness of the Service Desk organization. This position oversees operational performance, service quality, process governance, workforce accountability, and continuous improvement initiatives to ensure support services are delivered efficiently and consistently. This role serves as a key leader in ensuring the Service Desk operates at a high level of efficiency while continually improving user experience, operational maturity, and business alignment.

JOB DUTIES
Strategic Execution & Operational Leadership

  • Drive operational consistency across Service Desk functions and support teams.
  • Ensure Service Desk operations are aligned with organizational goals, service expectations, and 
  • established standards.
  • Monitor service delivery performance and proactively address operational challenges impacting 
  • user experience.
  • Lead operational efforts to improve efficiency, effectiveness, and scalability across support 
  • functions.
  • Develop and maintain operational standards that support high-quality service delivery.

Metrics, Reporting & Accountability

  • Establish and maintain accountability for operational goals, service levels, project commitments, 
  • and departmental initiatives.
  • Facilitate recurring operational reviews focused on performance, service quality, customer 
  • satisfaction, productivity, and organizational priorities.
  • Ensure leaders and teams have clear ownership of initiatives, action items, and operational 
  • objectives.
  • Identify operational risks and escalate concerns that may impact service delivery or 
  • organizational performance.

Continuous Improvement & Service Excellence

  • Analyze operational workflows and identify opportunities to improve efficiency, quality, and user 
  • satisfaction.
  • Lead continual service improvement initiatives designed to enhance Service Desk performance 
  • and maturity.
  • Partner with Service Desk leadership to standardize procedures and improve consistency across 
  • teams.
  • Support implementation of tools, automation opportunities, and operational enhancements that 
  • improve service effectiveness.

Leadership & Team Development

  • Coach and mentor Service Desk leaders in operational planning, prioritization, accountability, 
  • and execution.
  • Foster a culture of ownership, collaboration, customer service, and continuous improvement.
  • Promote consistent operational expectations and leadership practices across the organization.
  • Encourage proactive communication, follow-through, and accountability at all levels of the 
  • Service Desk.

Service Management & Governance

  • Facilitate operational reviews, service assessments, and improvement planning activities.
  • Participate in major incident reviews, trend analysis, and service improvement initiatives when 
  • appropriate.
  • Facilitate collaboration between teams to remove barriers and improve execution of 
  • departmental objectives.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

QUALIFICATIONS

  • Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent combination of education and experience.
  • Seven (7) or more years of progressive IT operations or support leadership experience.
  • Three (3) or more years of leadership experience managing support operations, service delivery functions, or technical teams.
  • Demonstrated experience managing operational performance through metrics, reporting, and accountability practices.
  • Experience developing support processes, operational governance, and continual improvement initiatives.
  • Strong understanding of IT Service Management (ITSM) principles and support operations.
  • ITIL Foundation certification or equivalent preferred.
  • Excellent organizational, planning, and prioritization skills.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving capabilities.
  • Ability to identify risks and proactively develop mitigation strategies.
  • Strong facilitation and meeting leadership skills.
  • Ability to manage multiple competing priorities in a fast-paced environment.
  • Strong coaching and mentoring skills with the ability to improve the quality of operational planning and execution.

The employer for this position is stated in the job posting.  The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US.  Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets.  More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.