Operations Manager

Job Title : Operations Manager (GTE Service Desk / AV / Cellular Operations)

Location : Bay Area, CA/TX/NY

Duration : Full Time / Permanent

Job description:

• Bachelor's degree in Computer science or equivalent, with minimum 10+ Years of IT experience.
• You should have strong 8 12 years of experience in IT Operations, Service Delivery, or Technology Support.
• Proven experience managing Service Desk, AV, or Cellular Operations teams.
• Strong understanding of ITIL processes and service management frameworks.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience working with enterprise clients (Google or similar tech environments preferred).
• Collaborate with data engineering and infrastructure teams to ensure platform stability and scalability.
• Contributes to the technical design for development projects by reviewing and understanding the high level functional specifications.

Responsibilities:

• Lead and manage end-to-end operations for Service Desk, AV, and Cellular support functions.
• Ensure consistent delivery of high-quality IT support services aligned with client expectations and SLAs.
• Oversee workforce planning, scheduling, and performance management for onshore/offshore teams.
• Collaborate with cross-functional teams to resolve escalations and implement process improvements.
• Track and report operational metrics, identify trends, and recommend corrective actions.
• Manage vendor relationships and ensure compliance with organizational and client policies.
• Drive automation and efficiency initiatives to improve service delivery.
• Support RFPs, transitions, and new business onboarding as required.