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Ophthalmic Account Manager
ForTec Medical
Atlanta, GA
…insurance, accidental injury insurance, and a Health and Wellness…
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Wastewater Treatment Project Manager
AECOM
Cleveland, OH
- $120,000 to $180,000 USD / year
The Water Business Line of AECOM is actively seeking a creative, highly talented Wastewater Treatment Project Manager with a focus in wastewater infrastructure design and in-depth design…
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Bankruptcy Specialist I (On-Site)
Newrez LLC - Servicing
Tempe, AZ
The Bankruptcy Case Manager I must be organized and detail-oriented to handle bankruptcy accounts. Through analysis, review, and referral, accounts will be statused and monitored to ensure…
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Cashier
Rivers Co-op Markets
Stillwater, MN
- $17.75 to $19.06 USD / hour
Cashiers report to the Customer Service Manager. This is a union position.
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Contracts Manager
Riverside Research Institute
Fairfax, VA
The Contracts Manager supports cradle-to-grave contract lifecycle management for a diverse portfolio of government and commercial contracts. This role ensures compliance with applicable…
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General Manager
Exchange
South Bend, IN
As the Bar Manager and Craft Cocktail Visionary, you manage the overall operations of the bar and are the lead contact for all guests at the bar as well as our visionary for development of…
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Assistant Manager
Panera Bread
Bluffton, SC
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Now Hiring Manager In Training/Assistant Manager
Panera Bread
Pooler, GA
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Mansfield, OH
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Assistant Manager
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Columbus, OH
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Assistant Manager
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Columbus, OH
As an Assistant Manager at Panera, you help lead an amazing team and a bakery-cafe to success. You support your General Manager (GM) in managing overall operations, improving the customer…
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Assistant Manager
Panera Bread
Columbus, OH
As an Assistant Manager at Panera, you help lead an amazing team and a bakery-cafe to success. You support your General Manager (GM) in managing overall operations, improving the customer…
Added 2 mins ago
Assistant Manager
Panera Bread
Columbus, OH
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Added 2 mins ago
Assistant Manager
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Columbus, OH
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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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