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Service Desk Operations Manager Jobs (NOW HIRING)

Nordic

The Senior Manager, IT Service Desk Operations, supports the Director, IT Service Desk Operations, in delivering service to a multi-faceted healthcare client base. The Senior Manager of Service Desk ...

Essnova Solutions

Service Desk Lead

Washington, DC · On-site

Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services (e.g., Network configuration ...

Corning

Global Service Desk Manager

Painted Post, NY

$106K - $146K/yr

Lead regional Service Desk leaders and teams to deliver consistent, high-quality 24/7 support ... Drive operational excellence while balancing global standards with regional business needs

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Service Desk Operations Manager information

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$36.5K

$94.5K

$157K

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

As of Jun 27, 2026, the average yearly pay for service desk operations manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 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.

Is a service desk role stressful?

A Service Desk Operations Manager role can be stressful due to the need to handle high volumes of support requests, resolve technical issues quickly, and manage team performance. The job often requires strong communication skills, problem-solving abilities, and the ability to work under pressure, especially during critical incidents or system outages.

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 qualifications do you need to be a service desk analyst?

A service desk analyst typically needs a high school diploma or equivalent, along with technical knowledge of computer systems, software, and hardware. Relevant certifications such as CompTIA A+ or ITIL can enhance qualifications, and strong communication and problem-solving skills are essential for the role.
More about Service Desk Operations Manager jobs
What cities are hiring for Service Desk Operations Manager jobs? Cities with the most Service Desk Operations Manager job openings:
What states have the most Service Desk Operations Manager jobs? States with the most job openings for Service Desk Operations Manager jobs include:
What job categories do people searching Service Desk Operations Manager jobs look for? The top searched job categories for Service Desk Operations Manager jobs are:
Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in the United States as of June 2026, with employment types broken down into 84% Full Time, and 16% Part Time. Highlights an 100% In-person job distribution, with an average salary of $94,518 per year, or $45.4 per hour.
Service Manager - Service Desk

Service Manager - Service Desk

Inficare Technologies

Dallas, TX • On-site

Full-time

Posted 24 days ago

Job description

Job Title: Service Manager - Service Desk
Duration: Long Term
Location: Dallas, TX (Onsite)
Position Summary:
We are seeking a seasoned Service Manager - Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive Shift-Left and Shift-Right initiatives, automation, and continuous improvement. The position also includes Disaster Recovery (DR) planning and execution, major incident management, and cross-functional collaboration.
Key Responsibilities:
Governance & Compliance
  • Ensure Service Desk processes meet internal and external audit requirements.
  • Enforce security, compliance, and data privacy standards across all Service Desk activities.
  • Maintain compliance reporting and audit trails for ITSM processes.

People & Culture
  • Maintain adequate staffing for peak loads, holidays, and on-call rotations.
  • Drive continuous skill development (technical and soft skills).
  • Handle performance management, including underperformance and disciplinary actions.
  • Ensure daily reporting and analysis of past 24-hour performance.
  • Forecast ticket volumes and plan resource capacity.

Technology & Innovation
  • Own Service Desk tools, ticketing systems, and integrations.
  • Call Management System: Own and manage the call management platform, including configuration changes and enhancements.
  • Identify and implement automation/self-service opportunities.
  • Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support.
  • Plan and coordinate tool upgrades and integrations.

ITSM & Process Excellence
  • Drive ITSM process governance for Incident, Request, Problem, and Change Management.
  • Conduct regular reviews and improvements in Knowledge Management processes.
  • Analyze operational data and provide recommendations for process improvement and trend-based actions.

Business Continuity
  • Plan, execute, and document DR drills; initiate DR actions during outages.
  • Act as Incident Manager during critical outages, including stakeholder communication.
  • Drive root cause analysis and permanent fixes for recurring issues.

Customer Experience
  • Own CSAT metrics and remediation plans.
  • Prepare and present dashboards and service reviews to leadership.
  • Ensure proactive communication during major incidents and outages.

Financial & Vendor Management
  • Manage Service Desk operational budget and cost optimization.
  • Govern vendor SLAs, contracts, and performance reviews (QBRs).

Workplace Expectations
  • Mandatory 5 days in office presence.
  • Available for escalations during off-hours and weekends when required.

Strategic Alignment
  • Drive continuous improvement and process maturity.
  • Collaborate with EUC, Security, Network, and Application teams for seamless service delivery.
  • Ensure Service Desk readiness for change management and releases impacting end-user services.

Qualifications
  • Education: Bachelor's degree in IT or equivalent experience.
  • Experience: 12-15 years in IT with proven Service Desk leadership experience.
  • Certifications: ITIL preferred; Microsoft/VDI certifications a plus.
  • Skills: Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.

KPIs
  • All contractual Service Desk SLAs including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Abandon Rate, etc.
  • Knowledge base utilization and improvement metrics.
  • Compliance and audit readiness scores.

Coverage
  • Work Model: Onsite (5 days/week).
  • Hours: Business hours with on-call rotation or 24x7 coverage.

Note: This role includes operational, strategic, and crisis management responsibilities. Additional duties may be assigned as business needs evolve.

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