IT Service Desk & SLA Operations Manager
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From Zoox’s original posting
The IT Service Desk & SLA Operations Manager is responsible for overseeing the end-to-end lifecycle of all IT support tickets, from initial intake through resolution and closure. This role demands unrelenting ownership: you will follow every ticket on its entire journey to the end-of-the-earth to achieve resolution in a timely and effective manner. Driven by a "Simple Sets You Free" mindset, this role actively strips away bureaucratic friction, eliminates operational waste, and continuously optimizes IT service management processes to maximize efficiency, speed up ticket resolution, and boost customer satisfaction. In This Role, You Will...: End-to-End Ticket Ownership & Lifecycle Management • Relentless Resolution Ownership: Personally track and follow tickets on their entire journey to the end-of-the-earth, taking total responsibility until issues are thoroughly, accurately, and effectively resolved. • Queue Administration & Triage: Monitor, triage, and assign incoming incidents, service requests, and problem tickets across multi-tiered support teams with speed and accuracy. ● Closure & Quality Control: Validate that all tickets are properly documented, root causes are…
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