All Lines Technology · 14 hours ago
Service Desk Operations Manager
Cranberry Township, PA
Full-time
Onsite
Senior Level
5+ years expAll Lines Technology is a managed services organization seeking a Service Desk Operations Manager to lead their 24/7 Service Desk operations. The role involves overseeing day-to-day operations, managing a team of analysts, and ensuring customer satisfaction through continuous improvement initiatives.
Information ServicesInformation Technology
Responsibilities
Oversee day-to-day operations of a 24/7 Service Desk supporting multiple customer environments
Work as part of a team of Service Desk Managers to coordinate staffing, workload distribution, and operational coverage across a large analyst group
Ensure consistent execution of processes across UCaaS platforms, ticketing systems, call handling, and escalation workflows
Monitor realtime performance, service levels, and queue health to ensure contractual SLAs are met or exceeded
Develop, refine, and enforce standard operating procedures to drive efficiency and quality
Lead, coach, and mentor a team of L1 Analysts, fostering a culture of accountability, collaboration, and continuous learning
Deliver structured training for new analysts, including customer-specific onboarding, process education, and technical readiness
Provide ongoing training and updates for existing analysts as customer environments evolve, new contracts are added, or service expectations change
Conduct regular performance reviews, skills assessments, and development planning
Drive teambuilding initiatives that strengthen engagement, retention, and service excellence
Partner with HR on recruiting, onboarding, and workforce planning to support a 24/7 staffing model
Serve as an escalation point for customer issues, ensuring timely resolution and clear communication
Build strong relationships with customer Help Desk Managers and executive stakeholders
Lead onboarding of new customers and contracts, ensuring smooth transitions into ALLManage support
Champion customer satisfaction by analyzing feedback, identifying trends, and implementing improvement initiatives
Track, analyze, and communicate call metrics, ticket trends, and operational KPIs to senior leadership
Identify opportunities to improve service quality, reduce call volume, and enhance first contact resolution
Drive continuous improvement initiatives leveraging data, automation, and best practices
Collaborate with internal teams to optimize workflows, knowledge bases, and service delivery processes
Work closely with the Sales team to support new business opportunities, including scoping, presentations, and operational planning
Partner with Engineering, UCaaS, and Project teams to ensure seamless customer experiences across the service lifecycle
Participate in executive-level discussions regarding service performance, customer health, and strategic initiatives
Qualification
Required
5+ years of experience in Service Desk, IT Support, or Managed Services operations; 2+ years in a leadership role preferred
Experience managing or contributing to a multimanager operational structure in a high volume environment
Strong understanding of ITIL principles, ticketing systems, and UCaaS technologies
Proven ability to lead teams in a 24/7 operational environment
Excellent communication, customer facing, and conflict resolution skills
Data driven mindset with experience analyzing KPIs and driving operational improvements
Ability to manage multiple priorities in a dynamic, fast-paced environment
Company
All Lines Technology
All Lines Technology is a leading provider of enterprise technology solutions and services
201-500 employees
H1B Sponsorship
All Lines Technology 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
2024 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Dave Siegel
Chief Technology Officer
Justin Pippy
Chief Revenue Officer (CRO)
Recent News
2025-10-25
2025-05-27
2025-04-03
Company data provided by crunchbase