Amazon · 1 week ago
Service Desk Manager II, Ops Tech Solutions (OTS)
Austin, TX
Full-time
Onsite
Mid, Senior Level
$105K/yr - $185K/yr
5+ years expAmazon is seeking an experienced Service Desk Manager to lead their Enterprise IT Service Desk. This role involves overseeing daily operations, managing a team, and driving process improvements to enhance IT service delivery and customer satisfaction.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Lead and develop a team of Service Desk Analysts, providing direction, coaching, and performance management to ensure a high-performing, customer-centric support function
Continuously evaluate and optimize Service Desk processes and workflows to improve efficiency, reduce resolution times, and enhance the overall customer experience
Implement innovative support models and self-service capabilities to empower users and drive down incident volumes
Analyze key performance indicators and service-level metrics to identify opportunities for improvement and inform the support strategy
Collaborate cross-functionally with IT and business stakeholders to align the Service Desk's priorities and initiatives with the organization's strategic goals
Foster a positive, collaborative team culture that emphasizes continuous learning, empowerment, and accountability
Serve as the primary point of escalation for complex technical issues and difficult customer interactions
Represent the Service Desk in executive-level discussions and help champion the team's value proposition across the organization
Stay up-to-date with industry best practices and emerging trends in IT service management to ensure the Service Desk remains innovative and responsive to evolving user needs
Review the previous day's service desk metrics and incident reports to identify any trends or issues that require immediate attention
Conduct a standup meeting with the service desk team to discuss priorities, upcoming projects, and any blockers
Follow up on any high-priority or escalated tickets from the previous day, ensuring timely resolution
Review and provide feedback on proposed process improvements submitted by the service desk analysts
Respond to emails and instant messages from stakeholders across the organization
Conduct 1-on-1 meetings with direct reports to discuss performance, provide coaching, and identify development opportunities
Attend the weekly IT leadership meeting to report on service desk KPIs and collaborate on cross-functional initiatives
Review and approve timesheet submissions from the service desk team
Conduct interviews for an open service desk analyst position
Prepare for an upcoming presentation on the service desk's accomplishments and weekly business reviews
Review the day's service desk call logs and identify any recurring issues that may require a deeper investigation
Procurement management escalations, ordering, and staffing
Qualification
Required
5+ years of developing a team of technical professionals across multiple locations experience
2+ years of leading technology teams as a information technology operations manager experience
Bachelor's degree, or 4+ years of professional or military experience
Knowledge of Linux or Unix systems administration
Preferred
Knowledge of hardware architectures
Experience with system management tools and client/server environments
Benefits
Equity
Sign-on payments
Other forms of compensation
Full range of medical, financial, and/or other benefits
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-01-14
2026-01-14
2026-01-14
Company data provided by crunchbase