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Contracts Manager
Creek Technologies LLC
Dayton, OH
Creek Technologies is seeking a talented and highly motivated Contracts Manager to support program leadership on a long-term federal contract focused on IT Engineering Support Services,…
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Shipping Clerk
Pratt Industries
Carlisle, PA
Support other departments as needed to optimize workflow and improve customer satisfaction.
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Inventory Control Specialist
Tractor Supply Company
Magee, MS
…inventory control, receiving accuracy, and compliance routines that support store operations. The role executes receiving, inventory adjustment, reconciliation, transfer, buyback/RTV,…
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Inventory Control Specialist
Tractor Supply Company
Easley, SC
…inventory control, receiving accuracy, and compliance routines that support store operations. The role executes receiving, inventory adjustment, reconciliation, transfer, buyback/RTV,…
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HB
Program Manager
HOMEWARD BOUND, INC.
Saint Louis Park, MN
- $22 to $24.75 USD / hour
Program and Operations: Manage individualized services, daily operations, resources, and compliance to support fulfilling lives and well-run residential homes.
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Manager of Student Recruitment - Business Administration & Entrepreneurship, Culinary Arts & Hospitality Management and Health Sciences
Del Mar College
TX
Ability to explain academic pathways, career outcomes, prerequisites, program requirements, admissions steps, limited-admission requirements, deadlines, and student support services.
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CC
Records Coordinator
Celina, City of (TX)
Celina, TX
- $20.11 USD / hour
As the Records Coordinator, you will: provide internal and external customer service to patrol, the investigative divisions, citizens and other criminal justice agencies. Perform a wide…
Added 1 min ago
Associate Brand Manager
Edgewell Personal Care Brands, LLC
New York, NY
Strategic & Business Planning: Support the annual strategic and business planning processes by assessing the market, evaluating past program performance, and identifying key goals and…
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Senior Customer Success Manager, Amazon Connect Decisions GTM
Amazon Web Services, Inc.
Austin, TX · Seattle, WA · New York, NY
Amazon Connect Decisions is a supply chain planning and intelligence solution with AI teammates that work alongside customer teams harmonizing demand signals into consensus forecasts,…
Added 1 min ago
Site EHS Manager III
Amazon.com Services LLC
Richmond, VA
…operate. We’re seeking a dedicated Workplace Health & Safety (WHS) Manager to help drive this mission forward. As our next WHS Manager, you'll be more than a safety professional – you'll be…
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Senior Site EHS Manager
Amazon.com Services LLC
Conroe, TX
At Amazon, we prioritize health, safety, and well-being above all else. There is nothing more important. To support this priority, Amazon is seeking an experienced and innovative Senior…
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Senior Site EHS Manager
Amazon.com Services LLC
Perrysburg, OH
At Amazon, we prioritize health, safety, and well-being above all else. There is nothing more important. To support this priority, Amazon is seeking an experienced and innovative Senior…
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Site EHS Manager III
Amazon.com Services LLC
Omaha, NE
…operate. We’re seeking a dedicated Workplace Health & Safety (WHS) Manager to help drive this mission forward. As our next WHS Manager, you'll be more than a safety professional – you'll be…
Added 1 min ago
Site EHS Manager III
Amazon.com Services LLC
Shepherdsville, KY
…operate. We’re seeking a dedicated Workplace Health & Safety (WHS) Manager to help drive this mission forward. As our next WHS Manager, you'll be more than a safety professional – you'll be…
Added 1 min ago
Senior Site EHS Manager
Amazon.com Services LLC
Shepherdsville, KY
At Amazon, we prioritize health, safety, and well-being above all else. There is nothing more important. To support this priority, Amazon is seeking an experienced and innovative Senior…
Added 1 min ago
Senior Site EHS Manager
Amazon.com Services LLC
Fort Myers, FL
At Amazon, we prioritize health, safety, and well-being above all else. There is nothing more important. To support this priority, Amazon is seeking an experienced and innovative Senior…
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Site EHS Manager III
Amazon.com Services LLC
Aurora, CO
…operate. We’re seeking a dedicated Workplace Health & Safety (WHS) Manager to help drive this mission forward. As our next WHS Manager, you'll be more than a safety professional – you'll be…
Added 1 min ago
Care Promoter 1
Chen Neighborhood Medical Centers of South Florida, LLC
United States
…conduct; authorized individuals will use the ChenMed Rx system to support physician medication…
Added 2 mins ago
Senior Manager, Project Management
Grand River Aseptic Manufacturing, Inc.
Grand Rapids, MI
The Senior Manager, Project Management is responsible for leading and developing Project Managers who are responsible for external tech transfer projects and/or commercial…
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Assistant Maintenance Manager
ConcordRENTS
Oviedo, FL
- $24 to $26 USD / hour
ConcordRENTS is a distinguished leader in delivering a quality, customer–centric property management experience across affordable and market–rate multifamily communities throughout Florida.…
Added 2 mins ago
Risk Manager - Commercial Real Estate and Equipment Finance
U.S. Bank National Association
Minneapolis, MN
…smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in…
Added 2 mins ago
Assistant Manager
Express
Overland Park, KS
Support the Store Manager’s analysis of the business and help to execute/communicate clear action plans that optimize results and ensure effective execution of all operational activities.
Added 2 mins ago
Food Service Director
Healthcare Services Group, Inc.
BERRYVILLE, VA
The Department Manager oversees the food service program at a single site, ensuring high food quality standards, inventory management, food safety, and customer service. This role requires…
Added 2 mins ago
Food Service Director
Healthcare Services Group, Inc.
Staunton, VA
The Department Manager oversees the food service program at a single site, ensuring high food quality standards, inventory management, food safety, and customer service. This role requires…
Added 2 mins ago
Food Service Director
Healthcare Services Group, Inc.
Lexington, VA
The Department Manager oversees the food service program at a single site, ensuring high food quality standards, inventory management, food safety, and customer service. This role requires…

ASM Research

Service Desk Manager

Washington, DC, United States

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Job details

Posting language: English

Original job description

Description:

As the Service Desk Manager, you will take on a pivotal leadership role, overseeing both the Service Desk and Service Introduction workstreams to ensure seamless, high-quality support for core financial processing platforms. You will be responsible for orchestrating the entire lifecycle of service introduction, from initial planning and coordination through to execution and stabilization. Your day-to-day will involve acting as the strategic owner for transitioning new platform deployments, aligning all phases with enterprise timelines and service level agreements. You will act as the primary liaison for client program analysts, product owners, and senior executives, delivering executive briefings, managing stakeholder communications, and resolving complex delivery negotiations to guarantee operational readiness and platform stability.

Duties:

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

Required Qualifications:

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)

Preferred Qualifications:

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

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

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.

Disclaimer

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.

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More about this job

Skills

Regulatory compliance
Documentation
Splunk
Dynatrace
Computer science
Customer service
IT service management
ITIL
ServiceNow
Data analysis
SQL
Troubleshooting

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