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Sparksoft Corporation · 17 hours ago

Service Desk Operations Manager

Columbia, MD

Full-time

Hybrid

Senior Level

7+ years exp

Sparksoft Corporation is seeking a Service Desk Operations Manager to oversee the daily management of Tier 1 contact center operations. The role focuses on ensuring service delivery excellence and operational efficiency while leading teams and managing performance metrics.

Cloud ComputingCyber SecurityInformation Technology

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

Guru Kumar

Responsibilities

Run daily operations for the Tier 1 IT service desk, including queue monitoring, staffing adjustments, and workload balancing across phones, tickets, and other channels

Develop, monitor, and report on performance metrics to ensure ITSM KPIs and SLAs are consistently achieved

Implement workflow redesigns and best practices to streamline technical support operations and enhance customer experience

Lead and support Supervisors, providing coaching, direction, and feedback so they can effectively manage and develop their SDR teams

Collaborate with Quality, Training, and Knowledge Management to reinforce quality standards, ensure KBAs/SOPs are followed, and support new process rollouts

Act as an operational point of contact during incidents, outages, and major events, ensuring clear communication and guidance to the floor

Drive continuous improvement initiatives through training, coaching, and process

Qualification

ServiceNowNICE CXoneKPI/SLA managementITSM analyticsProcess optimizationCoachingPublic Trust clearanceITILPMPLeadership

Required

Minimum 7 years of professional experience, including at least 3 years in people management

5+ years' hands-on experience with ServiceNow and NICE CXone in a service desk or contact center environment

3+ years of leadership experience in an IT Support or contact center setting, managing metric-driven teams

Strong background in KPI/SLA management, ITSM analytics, and process optimization

Must be able to obtain and maintain a Public Trust clearance

Must have lived in the United States 3 out of the past 5 years

Bachelor's degree in relevant field or equivalent combination of education and experience. (Experience may be substituted in lieu of a degree)

Preferred

Experience in healthcare, government, or Marketplace programs

Hands-on expertise with CXone Studio (IVR, scripting) and ServiceNow customization

Relevant certifications (ITIL, HDI, PMP, or similar)

Company

Sparksoft Corporation

Sparksoft helps the clients achieve their business objectives by providing Innovative, best-of-breed software products and technology solutions at substantial cost savings.

Founded in 2004

Catonsville, Maryland, USA

51-200 employees