Service Desk Manager

Description:
As the Service Desk Manager, you will take on a pivotal leadership role, overseeing both the Service Desk and Service Introduction workstreams to ensure seamless, high-quality support for core financial processing platforms. You will be responsible for orchestrating the entire lifecycle of service introduction, from initial planning and coordination through to execution and stabilization. Your day-to-day will involve acting as the strategic owner for transitioning new platform deployments, aligning all phases with enterprise timelines and service level agreements. You will act as the primary liaison for client program analysts, product owners, and senior executives, delivering executive briefings, managing stakeholder communications, and resolving complex delivery negotiations to guarantee operational readiness and platform stability.

Duties:

• Oversee end-to-end planning, coordination, and execution of service introduction and readiness activities for new platform deployments
• Act as the strategic owner for transitioning new features and platforms from development to stable, supported operations, ensuring alignment with enterprise timelines and SLAs
• Manage communications with senior client stakeholders, project managers, and technical leads, delivering executive briefings on platform stability, transition readiness, operational incidents, and SLA compliance
• Facilitate alignment among stakeholders and resolve complex delivery negotiations
• Set and enforce standards for comprehensive, audit-ready operational documentation, including SLAs, SOPs, runbooks, and support guides
• Lead strategic training and mobilization programs to ensure support teams are fully prepared for day-one operations of new services
• Champion risk identification and mitigation for upcoming service rollouts, overseeing change impact assessments and designing contingency frameworks
• Lead early life support (ELS) stabilization initiatives post-deployment
• Manage overall service desk performance, supervising incident escalations and overseeing major incident triage
• Direct the development of enterprise monitoring dashboards and alerts across Splunk, Dynatrace, and CloudWatch
• Manage and develop a team of Service Desk Specialists, Analysts, and Consultants, guiding resource allocation and conducting performance evaluations

Required Qualifications:

• Bachelor's Degree in Computer Science, or equivalent relevant work experience
• 6+ years of PC/customer support/Service Desk experience
• 5+ years of customer service experience
• 2-5 years of management experience
• Extensive experience in IT service management, product operations, or systems transition
• Deep expertise in service transition frameworks, deployment readiness, ITIL methodologies, and release coordination within complex, multi-system environments
• ServiceNow Platform (Advanced), Customer Relationship Management (CRM) (Advanced), Service Desk Management (Advanced)

Preferred Qualifications:

• Incident tracking system experience
• Splunk (Intermediate), Data Analysis & Interpretation (Intermediate)
• Familiarity with Dynatrace, CloudWatch, and SQL for system health monitoring and technical troubleshooting
• Ability to influence senior leadership and manage high-stakes client relationships