Service Desk Operations Manager

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.Make an impact — from near or farAt SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.The opportunityThe Service Desk Operations Manager is a senior leader responsible for end-to-end IT Service Desk operations, ensuring consistent, high-quality service delivery through internal teams and managed service partners.In this role, you will own contractual service-level performance, reporting and analytics, incident management, including coordination of major incident response, and monitoring of operational process execution. You will serve as a strategic leader and a hands-on operational manager. Additionally, you will oversee technical platform requirements, testing, and delivery for the IT Service Desk team.You will ensure service desk and business operations functions, including incident management, service requests, and support services, are delivered in alignment with service level agreements (SLAs), key performance indicators (KPIs), and customer experience expectations. You will also drive continuous improvements through process optimization and data-driven decision-making. You will report to the Assistant Vice President ITS Service Desk & Support Operations. What you'll do:Leadership & Service Desk Operations Lead, coach, and develop a team of service desk professionals, driving accountability, performance, and engagement Own day-to-day operations, including queue health, ticket management, prioritization, and workload balancing Be an a hands-on leader, actively engaging in escalations, incident response, and operational decision-making Contractual Service Level Management Own and govern Service Level Management (SLM) processes for the managed service partner and internal operations Monitor SLA/KPI performance (response, resolution, backlog, CSAT) and drive corrective actions to meet established contractual obligations Drive operational adjustments, process changes, and prioritization decisions to consistently meet or exceed service targets Reporting & Analytics Develop and maintain operational dashboards and reporting frameworks leveraging ServiceNow, Five9, and related tools with strong collaboration with Platform Owners to align Service Desk requirements and tool capabilities Translate data into insights that inform staffing, service design, and operational improvements Analyze trends in volume, SLA adherence, incident patterns, and customer feedback to proactively manage performance Establish a strong data-driven operating model, enabling leadership visibility into service health and risks Deliver regular reporting to leadership on performance outcomes, trends, and improvement opportunities Incident Control & Escalation Management Provide leadership oversight for incident management, escalation handling, and major incident response Be a senior escalation point to ensure timely restoration and communication during service disruptions Ensure adherence to incident prioritization, routing, and escalation standards aligned to ITIL practices Oversee operational controls related to ticket flow, backlog management, and queue governance Process Execution Monitoring & Optimization Drive continuous improvement initiatives across Service Desk operations Serve as Process Repository Owner, ensuring documentation standards, governance, and lifecycle management Monitor process execution and adherence, ensuring consistency across Service Desk operations Identify inefficiencies and drive process optimization and standardization Establish and enforce change control and communication practices for process updates Partnerships Maintain an operational leadership role in management of the IT Service Desk managed services provider Partner closely with Service Experience Owners to translate quality insights into process, technology, and training improvements Partner with Knowledge Enablement to ensure training programs align to operational needs, performan