In this Service Operations Manager role, you will lead the performance of the Service Desk and live managed services to ensure a consistent, high-quality customer experience. You’ll drive improvements across people, processes, technology and automation while partnering with customers and senior stakeholders. The role combines people leadership, process optimization, and data-driven service delivery at scale. You will help shape the next phase of the organization’s managed services by increasing efficiency and proactive support.
Responsibilities
Lead and develop Service Desk and Managed Services teams
Manage Service Desk Team Leaders and operational leads
Own SLAs, KPIs, queue management, escalations and backlog
Lead major incident management and post-incident reviews
Maintain and improve ITIL-aligned service management processes
Plan capacity, resources and rotas based on demand
Produce operational reporting for senior leadership
Support onboarding of new customers into live support
Own customer satisfaction and service improvement plans
Provide performance insights during service reviews with customers
Reduce repeat incidents via problem management, knowledge sharing and self-service
Identify opportunities to improve efficiency through automation and AI
Support proactive, data-driven managed services development
Manage suppliers and third-party relationships
Coach and develop team members through objectives and 1-to-1s
Key requirements
3+ years managing a Service Desk or IT Service Operations
Experience in MSP or Managed Services preferred
Strong people leadership experience (Team Leaders or Supervisors)
Experience managing SLAs, KPIs, escalations, backlogs and service performance
Solid ITIL principles and IT Service Management knowledge
Experience with ITSM/PSA platforms; ConnectWise advantageous
Technical understanding of Microsoft 365, Windows and Azure for escalations
Strong customer and stakeholder management skills
Data-driven approach to service performance and continuous improvement
Experience with device lifecycle management and IT support automation or AI would be useful
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