Service Desk Manager

• 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

• 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)

• 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

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.