IT Service Desk & SLA Operations Manager

📋 Description

• End-to-End Ticket Ownership & Lifecycle Management
• Relentless Resolution Ownership: Personally track and follow tickets on their entire journey to the
• Queue Administration & Triage: Monitor, triage, and assign incoming incidents, service
• Closure & Quality Control: Validate that all tickets are properly documented, root causes are
• Escalation Management: Identify aging, stuck, or high-priority (P1/P2) tickets and proactively
• Process Optimization & Friction Elimination ("Simple Sets You Free")

🎯 Requirements

• 3–5+ years in IT Service Management (ITSM), IT Operations, or Service Desk leadership roles with
• Unwavering ownership mentality—willing to follow a ticket to the end-of-the-earth to see it
• Strong lean operational mindset focused on process simplification and waste reduction.
• Advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice
• Deep expertise in analytics/BI platforms (Power BI, Tableau, Excel/Google Sheets advanced

🎁 Benefits

• Salary
• Amazon Restricted Stock Units (RSUs)
• Zoox Stock Appreciation Rights
• Sign-on bonus (may be offered)
• Paid time off (sick leave, vacation, bereavement)
• Unpaid time off