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Sla Management Jobs (NOW HIRING)

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

Engineer) Performance Management & Reporting: * Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and ...

2T Consulting

ITSM Process Consultant

Westerville, OH · On-site

Manage asset management and software license tracking processes. * Oversee availability, capacity, and performance management processes. * Ensure effective service delivery through SLA monitoring ...

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

Engineer) Performance Management & Reporting: * Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and ...

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

Engineer) Performance Management & Reporting: * Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and ...

VivSoft Technologies

Deputy Program Manager

Herndon, VA · Remote

$119K/yr

Solid understanding of KPI tracking, SLA management, and performance reporting * Strong stakeholder communication and documentation skills * Experience in staffing coordination and security clearance ...

VivSoft Technologies LLC

Deputy Program Manager

Herndon, VA · On-site +1

$119K/yr

Solid understanding of KPI tracking, SLA management, and performance reporting * Strong stakeholder communication and documentation skills * Experience in staffing coordination and security clearance ...

Mission First

SLA Ticket Auditor

Columbia, MD · On-site

Description: The job duties of the SLA Ticket auditor are as follows: * Gather, process, and ... Work with the service delivery organization and service managers to manage performance against ...

Georgia IT Inc

Charles river BA - NC/NY

Charlotte, NC · On-site

Ability to manage vendor relationships for products or services including: contract negotiation, oversight, and SLA management * Knowledge and understanding of portfolio management * Ability to ...

Astreya

Service Desk Program Manager

Santa Clara, CA · On-site

Business Critical routing rules (immediate escalation, no queue), High SLA routing rules, and standard queue management; provide routing specifications to the FDE for AI OpsHub configuration.

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All JobsSla Management Jobs

Sla Management information

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$39K

$87.9K

$140.5K

How much do sla management jobs pay per year?

As of Jul 1, 2026, the average yearly pay for sla management in the United States is $87,853.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,000.00 and $107,500.00 per year, depending on experience, location, and employer.

How does an SLA Management professional typically collaborate with other departments to ensure service commitments are met?

SLA Management professionals work closely with teams such as IT operations, customer support, and account management to monitor service delivery and address any issues that may impact agreed-upon service levels. They often facilitate regular meetings to review performance metrics, identify potential bottlenecks, and coordinate corrective actions. Open communication and collaboration are essential to proactively resolve problems and maintain strong client relationships, ensuring that all departments are aligned with SLA objectives.

What does SLA management do?

SLA management involves defining, monitoring, and ensuring that service providers meet agreed-upon performance standards outlined in Service Level Agreements (SLAs). It includes tracking metrics, resolving issues, and maintaining service quality to meet client expectations. Professionals in this role often use tools like ITSM software and require strong communication and analytical skills.

What is SLA Management?

SLA Management refers to the process of defining, monitoring, and managing Service Level Agreements (SLAs) between service providers and clients. It ensures that agreed-upon service standards, such as response times and resolution times, are consistently met. SLA Management involves setting clear expectations, tracking performance metrics, and addressing any breaches or issues that arise. Effective SLA Management helps improve service quality, build trust with clients, and prevent misunderstandings.

What jobs pay 4000 a week without a degree?

In Sla Management, high-paying roles such as project managers, operations managers, or specialized consultants can earn around $4,000 weekly without a formal degree, often requiring extensive experience, industry certifications, or strong skills in logistics, communication, and leadership. These positions typically involve overseeing processes, managing teams, or optimizing service delivery in various organizations.

What is the difference between Sla Management vs Service Delivery Manager?

AspectSla ManagementService Delivery Manager
Primary FocusMonitoring and ensuring Service Level Agreements are metOverseeing overall service delivery and client satisfaction
ResponsibilitiesTracking performance metrics, reporting SLA complianceManaging service teams, coordinating client communication
Required SkillsAnalytical skills, understanding of SLAs, reporting toolsLeadership, communication, service management

While Sla Management focuses on monitoring and maintaining SLA compliance, Service Delivery Managers oversee the entire service delivery process, ensuring client satisfaction and operational efficiency. Both roles collaborate closely but differ in scope and responsibilities.

What does an SLA manager do?

An SLA manager oversees service level agreements between an organization and its clients or internal teams, ensuring that service delivery meets agreed-upon standards. They monitor performance metrics, coordinate with teams to address issues, and enforce compliance to maintain service quality. Strong communication, analytical skills, and familiarity with monitoring tools are essential for this role.

What is the highest paying job in sports management?

The highest paying roles in sports management are typically executive positions such as sports team owners, general managers, or chief executive officers, with salaries often exceeding several million dollars annually. These roles require extensive experience, strong leadership skills, and a deep understanding of the sports industry, often complemented by advanced degrees or certifications. Compensation varies based on the organization size, league, and geographic location.

What are the key skills and qualifications needed to thrive in SLA Management, and why are they important?

To excel in SLA Management, you need a strong understanding of service level agreements, IT service management frameworks (like ITIL), and analytical skills, often supported by relevant certifications such as ITIL Foundation. Familiarity with SLA monitoring tools, ticketing systems, and reporting platforms is typically required. Excellent communication, negotiation, and problem-solving abilities help in managing stakeholder expectations and resolving issues proactively. These competencies ensure that service commitments are met, client satisfaction remains high, and continuous improvement is achieved in service delivery.
More about Sla Management jobs
What cities are hiring for Sla Management jobs? Cities with the most Sla Management job openings:
What states have the most Sla Management jobs? States with the most job openings for Sla Management jobs include:
What job categories do people searching Sla Management jobs look for? The top searched job categories for Sla Management jobs are:
Sla Management jobs near you
Infographic showing various Sla Management job openings in the United States as of June 2026, with employment types broken down into 84% Full Time, 15% Part Time, and 1% Temporary. Highlights an 69% Physical, 4% Hybrid, and 27% Remote job distribution, with an average salary of $87,853 per year, or $42.2 per hour.
Service Desk Manager

Service Desk Manager

Lunavi

Cheyenne, WY • On-site

Full-time

Posted 7 days ago

Job description

Job Type
Full-time
Description
The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support. This role is accountable for queue health, SLA performance, alert response, and customer experience, while partnering with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution.
The Service Desk Manager ensures that support operations are consistent, scalable, and aligned to service delivery standards across all managed services.
**Relocation may be eligible for the right candidate.
Service Ownership Alignment
Service Desk:
  • Ticket intake, triage, and routing
  • Alert response and initial investigation
  • Tier I and defined Tier II resolution

Managed Services Engineering (MSE):
  • Azure managed services and escalated workload support

Lunavi Cloud Platform (LCP):
  • Platform infrastructure (VMware, storage, etc.)

Critical Infrastructure Operations (CI-Ops):
  • Datacenter activities

Primary Role and Responsibilities
Operational Leadership:
  • Provide daily leadership and direction for 24x7 Service Desk operations
  • Manage staffing, scheduling, and workload distribution across all shifts
  • Ensure consistent execution of support processes and standards

Queue & Ticket Management (CRITICAL FUNCTION):
  • Own overall queue health, including:
  • Unassigned tickets
  • Ticket backlog and aging
  • Routing accuracy and ticket classification
  • Ensure proper ticket ownership, updates, and closure quality
  • Establish and enforce first-response standards

Alert & Monitoring Operations:
  • Own Service Desk response to monitoring and alerting systems
  • Ensure alerts are: Triaged and validated, and resolved or escalated appropriately
  • Partner with MSE, CI-Ops and LCP to reduce alert noise and improve signal quality

Escalation & Cross-Team Coordination:
  • Ensure proper escalation discipline between Service Desk, MSE, CI-Ops, and LCP
  • Identify recurring issues and escalate trends for resolution
  • Collaborate with engineering teams to improve service delivery workflows

Process & Continuous Improvement:
  • Develop and maintain runbooks, workflows, and documentation
  • Identify opportunities to reduce manual work and improve efficiency
  • Drive standardization across support processes

Training & Team Development:
  • Develop onboarding and training programs for Service Desk staff
  • Ensure team members are trained on tools, processes, and runbooks
  • Create development plans aligned to career growth (Sys Admin ? Engineer)

Performance Management & Reporting:
  • Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and repeat incidents
  • Provide regular reporting to leadership with insights and improvement recommendations
  • Manage performance reviews, coaching, hiring, and disciplinary actions

Customer Experience:
  • Ensure high-quality communication and customer updates
  • Drive consistent service delivery aligned to SLA expectations
  • Promote a customer-first culture across the Service Desk

Requirements
  • 3-7 years of experience in Service Desk, NOC, or IT support operations
  • 2+ years of leadership or team management experience
  • Experience managing 24x7 support environments
  • Strong understanding of ticket-based support operations and SLA management
  • Experience with ticketing systems (Autotask preferred)
  • Familiarity with ITIL or service management frameworks
  • Strong communication, leadership, and organizational skills

Preferred Skills
  • Experience supporting cloud environments (Azure preferred)
  • Familiarity with monitoring and alerting platforms
  • Experience supporting Windows Server environments
  • Exposure to networking and infrastructure concepts
  • ITIL certification or equivalent experience

Success Metrics
Success in this role will be measured by:
  • Reduction in unassigned tickets and backlog
  • Improved ticket routing accuracy
  • Improved SLA adherence and response times
  • Reduction in repeat alerts and ticket noise
  • Increased ticket ownership and resolution quality
  • Improved customer satisfaction

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