Service Desk Operations Manager

🇺🇸 Remote - US 🕑 Full-Time 💰 $86K - $137K 💻 Information Technology 🗓️ September 15th, 2026

ITIL Power BI

Edtech.com's Summary

Southern New Hampshire University is hiring a Service Desk Operations Manager to lead end-to-end IT Service Desk operations for a university serving more than 180,000 learners worldwide. The role owns service-level performance, incident management, and a managed-services partnership, reporting to the Assistant Vice President of ITS Service Desk & Support Operations.

Highlights

Lead, coach, and develop a team of service desk professionals across queue health and incident response
Own contractual service-level management for the managed-service partner, monitoring SLA and KPI performance
Build operational dashboards and reporting in ServiceNow and Power BI to track volume, SLA adherence, and trends
Oversee major-incident response and escalation handling in line with ITIL practices
Drive continuous-improvement initiatives across process documentation, governance, and standardization
Partner with training and platform teams to align service changes with operational needs
Requires a bachelor's degree or equivalent experience, 10 years of relevant process experience, and 1 year leading teams
Offers a salary range of $85,563-$136,928 plus SNHU's full benefits and free tuition program

Service Desk Operations Manager Full Description

Southern New Hampshire University is hiring a Service Desk Operations Manager to own end-to-end IT Service Desk operations, reporting to the Assistant Vice President of ITS Service Desk & Support Operations. SNHU serves more than 180,000 learners worldwide, and this role is remote, open to residents of a broad list of U.S. states.

What you'll do:

Lead, coach, and develop a team of service desk professionals, owning queue health, ticket management, and workload balancing
Own contractual Service Level Management for the managed-service partner, monitoring SLA/KPI performance and driving corrective action
Build and maintain operational dashboards and reporting frameworks in ServiceNow and Power BI
Provide leadership oversight for incident management, escalation handling, and major-incident response aligned to ITIL practices
Serve as Process Repository Owner, driving continuous-improvement and standardization initiatives across Service Desk operations
Maintain an operational leadership role with the IT Service Desk managed-services provider, partnering closely with Service Experience and Knowledge Enablement teams

What we're looking for:

10 years of relevant experience in business-process ownership, documentation, execution, or automation
1 year of experience leading teams and operational functions in a complex service environment
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
Experience managing service delivery in large, complex environments, including managed service providers
Strong track record in SLA management, reporting and analytics (ServiceNow or Power BI), and process improvement (e.g., LEAN methodologies)

Compensation and benefits: The annual pay range for this position is $85,563-$136,928, with a target hiring range of $94,548-$127,918. SNHU offers high-quality, low-deductible medical insurance, low-to-no-cost dental and vision, 5 weeks of paid time off plus holidays, employer-funded retirement, a free tuition program, and parental leave.