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Service Desk Reporting & SLA Manager

Service Performance | SLA Governance | Operational Accountability

Position Summary

The Service Desk Reporting & SLA Manager is responsible for overseeing service desk performance measurement, SLA tracking, and operational reporting across one or more IT support campaigns. This role ensures leadership has clear, accurate, and timely visibility into service health, risks, and trends that impact campaign performance.

While this role does not manage people and carries minimal client-facing responsibility, it functions as the internal performance owner for assigned campaigns—partnering closely with IT Service Desk Managers (SDMs) who lead and manage the people delivering the work.

This position is ideal for candidates with experience in managed IT environments who are ready to operate at a campaign or service‐level accountability tier, without direct HR or client management responsibilities.

Key Responsibilities

Service Performance & SLA Governance

• Own the tracking, interpretation, and communication of SLA and KPI performance for assigned service desk campaigns.
• Maintain visibility into SLA health, backlog trends, ticket flow, escalation patterns, and volume fluctuations.
• Ensure consistent application of SLA definitions, measurement rules, and reporting standards across campaigns.
• Identify risks to SLA performance and communicate findings proactively to Service Desk leadership.

Reporting, Metrics & Insights

• Produce recurring and ad hoc performance reports, dashboards, and scorecards for internal leadership.
• Analyze trends to identify chronic issues, improvement opportunities, and operational inefficiencies.
• Translate service desk data into clear, actionable insights for decision‐makers.
• Support root cause analysis efforts by providing accurate historical and comparative data.

Campaign-Level Accountability (Non‐People Managing)

• Serve as the internal point of accountability for campaign performance visibility, without direct ownership of personnel.
• Partner with IT Service Desk Managers to align performance data with staffing models, schedules, and execution plans.
• Validate quality, SLA, and productivity metrics used for performance reviews and incentive calculations.
• Track follow‐through on agreed operational improvement actions.

Tools, Process & Standardization

• Leverage ServiceNow or comparable ITSM platforms to extract, analyze, and validate service desk data.
• Maintain standard reporting templates and dashboards to ensure consistency across campaigns.
• Document metric definitions, reporting logic, and recurring processes.
• Recommend improvements to reporting efficiency, automation, and data clarity.

Scope & Boundaries

• No people management or HR responsibilities
• Minimal to no direct client-facing interaction
• No contract negotiation or financial ownership
• Focused on internal campaign performance governance and visibility

Goals

• Ensure accurate, transparent reporting of service desk performance.
• Provide early identification of SLA and operational risks.
• Enable SDMs and leadership to act decisively based on reliable data.
• Support continuous service improvement across all assigned campaigns.

Qualifications

Required

• 3–5 years of experience in service desk operations, IT service reporting, or managed services environments.
• Experience working with SLAs, KPIs, and ITSM performance metrics.
• Prior exposure to MSP or multi‐client support environments.
• Strong analytical and problem‐solving skills.
• Proficiency with Excel and reporting dashboards.
• Clear written and verbal communication skills.

Preferred

• Experience with ServiceNow or similar ITSM platforms.
• Familiarity with ITIL concepts and service management practices.
• Experience supporting multiple support teams or campaigns simultaneously.

Reports To

Vice President, Service Desk

Partners With

IT Service Desk Managers, QA, Training, Operations, and Performance Teams

Location

Remote

Position Type

Full-Time | Exempt