Service Operations Manager

Overview

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

• people leadership
• stakeholder management
• customer-centric mindset
• ITIL
• ITSM/PSA platforms (ConnectWise)
• Microsoft 365

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