Service Manager Service Desk

Project Details

Role : Service Manager Service Desk

Location : Dallas, TX - onsite from Day 1

Duration : 12+ Months

Description
About VLink: Started in 2006 and headquartered in Connecticut, VLink is one of the fastest growing digital technology services and consulting companies. Since its inception, our innovative team members have been solving the most complex business, and IT challenges of our global clients.

We are seeking a seasoned Service Manager Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive Shift-Left and Shift-Right initiatives, automation, and continuous improvement. The position also includes Disaster Recovery (DR) planning and execution, major incident management, and cross-functional collaboration.

Key Responsibilities:

Governance & Compliance

• Ensure Service Desk processes meet internal and external audit requirements.
• Enforce security, compliance, and data privacy standards across all Service Desk activities.
• Maintain compliance reporting and audit trails for ITSM processes.

People & Culture

• Maintain adequate staffing for peak loads, holidays, and on-call rotations.
• Drive continuous skill development (technical and soft skills).
• Handle performance management, including underperformance and disciplinary actions.
• Ensure daily reporting and analysis of past 24-hour performance.
• Forecast ticket volumes and plan resource capacity.

Technology & Innovation

• Own Service Desk tools, ticketing systems, and integrations.
• Call Management System: Own and manage the call management platform, including configuration changes and enhancements.
• Identify and implement automation/self-service opportunities.
• Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support.
• Plan and coordinate tool upgrades and integrations.

ITSM & Process Excellence:

• Drive ITSM process governance for Incident, Request, Problem, and Change Management.
• Conduct regular reviews and improvements in Knowledge Management processes.
• Analyze operational data and provide recommendations for process improvement and trend-based actions.

Business Continuity

• Plan, execute, and document DR drills; initiate DR actions during outages.
• Act as Incident Manager during critical outages, including stakeholder communication.
• Drive root cause analysis and permanent fixes for recurring issues.

Customer Experience

• Own CSAT metrics and remediation plans.
• Prepare and present dashboards and service reviews to leadership.
• Ensure proactive communication during major incidents and outages.

Financial & Vendor Management

• Manage Service Desk operational budget and cost optimization.
• Govern vendor SLAs, contracts, and performance reviews (QBRs).

Workplace Expectations

• Mandatory 5 days in office presence.
• Available for escalations during off-hours and weekends when required.

Strategic Alignment

• Drive continuous improvement and process maturity.
• Collaborate with EUC, Security, Network, and Application teams for seamless service delivery.
• Ensure Service Desk readiness for change management and releases impacting end-user services.

Qualifications

• Education: Bachelor s degree in IT or equivalent experience.
• Experience: 12 15 years in IT with proven Service Desk leadership experience.
• Certifications: ITIL preferred; Microsoft/VDI certifications a plus.
• Skills: Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.

KPIs

• All contractual Service Desk SLAs including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Abandon Rate, etc.
• Knowledge base utilization and improvement metrics.
• Compliance and audit readiness scores.

Coverage

• Work Model: Onsite (5 days/week).
• Hours: Business hours with on-call rotation or 247 coverage.