Sparksoft Corporation · 1 month ago
Service Desk Operations Manager
United States
Full-time
Remote
Senior Level
7+ years expSparksoft Corporation is a catalyst for change in the tech industry, dedicated to revolutionizing IT solutions. The Service Desk Operations Manager will oversee Tier 1 contact center operations, ensuring service delivery excellence and continuous improvement in operational processes.
Cloud ComputingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Run daily operations for the Tier 1 IT service desk, including queue monitoring, staffing adjustments, and workload balancing across phones, tickets, and other channels
Develop, monitor, and report on performance metrics to ensure ITSM KPIs and SLAs are consistently achieved
Implement workflow redesigns and best practices to streamline technical support operations and enhance customer experience
Lead and support Supervisors, providing coaching, direction, and feedback so they can effectively manage and develop their SDR teams
Collaborate with Quality, Training, and Knowledge Management to reinforce quality standards, ensure KBAs/SOPs are followed, and support new process rollouts
Act as an operational point of contact during incidents, outages, and major events, ensuring clear communication and guidance to the floor
Drive continuous improvement initiatives through training, coaching, and process
Qualification
Required
Minimum 7 years of professional experience, including at least 3 years in people management
5+ years' hands-on experience with ServiceNow and NICE CXone in a service desk or contact center environment
3+ years of leadership experience in an IT Support or contact center setting, managing metric-driven teams
Strong background in KPI/SLA management, ITSM analytics, and process optimization
Must be able to obtain and maintain a Public Trust clearance
Must have lived in the United States 3 out of the past 5 years
Bachelor's degree in relevant field or equivalent combination of education and experience. (Experience may be substituted in lieu of a degree)
Preferred
Experience in healthcare, government, or Marketplace programs
Hands-on expertise with CXone Studio (IVR, scripting) and ServiceNow customization
Relevant certifications (ITIL, HDI, PMP, or similar)
Benefits
Competitive compensation and a 401(k) with employer contributions to help you plan for the future
Flexible paid time off and hybrid ways of working that support true work-life balance
Comprehensive health coverage—including medical, dental, vision, life, and disability insurance
A curated in-office experience designed to foster community, team connections, and innovation
Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
Training and development programs that build new skills and prepare you for leadership roles
A collaborative, transparent, and fun culture—recognized as a Great Place to Work®
Company
Sparksoft Corporation
Sparksoft helps the clients achieve their business objectives by providing Innovative, best-of-breed software products and technology solutions at substantial cost savings.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sundi Natarajan
Co-Founder
Recent News
GlobeNewswire News Room
2025-02-03
Company data provided by crunchbase