Optimum

Manager Service Desk

Posted 11 Hours Ago

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Plano TX USA

Hybrid

Senior level

AdTech • Digital Media • Internet of Things • Marketing Tech • Mobile • Retail • Software

Are you ready to be the difference?

The Role

The Manager Service Desk Operations oversees daily operations to ensure high-quality technical support manages teams drives KPIs and fosters a customer-centric culture.

Summary Generated by Built In

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum a leader in the fast-paced world of connectivity and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives fuels businesses and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product commitment to our people and the connections we make in every community.
If you are resourceful collaborative team-oriented and passionate about delivering consistent excellence Optimum is the Company for you!
We are Optimum!
Job Summary
The Manager Service Desk Operations provides day-to-day operational leadership across the Service Desk. This role is responsible for ensuring consistent delivery of high-quality technical support meeting service level expectations and fostering a culture of accountability ownership and customer-centric support. The manager oversees frontline supervisors and analysts drives operational KPIs ensures adequate staffing coverage and manages real-time escalations.
This role is critical to maintaining stability minimizing downtime for end-users and improving the Service Desk's responsiveness and overall performance.
Responsibilities
Operational Leadership

Oversee daily operations of the Service Desk including call chat and ticket workflows.
Monitor real-time queue performance and adjust staffing to maintain service levels.
Own delivery of KPIs: ASA AHT FCR abandon rate backlog/aging SLA attainment and quality metrics.
Ensure adherence to established procedures knowledge articles and customer service standards.

People Leadership & Development

Lead coach and develop Service Desk Supervisors and frontline analysts.
Conduct performance reviews one-on-ones and continuous feedback sessions.
Address performance concerns promptly and fairly partnering with HR when necessary.
Create a positive high-performing team culture built on empathy accountability and professional growth.

Escalation & Incident Management

Serve as the primary escalation point for frontline issues and customer concerns.
Ensure timely communication during high-severity incidents and coordinate with technical teams.
Provide direction to supervisors and analysts during outages peak volumes or operational challenges.

Workforce Management

Manage shift schedules staffing levels and break/lunch coverage to ensure optimal support.
Collaborate with Workforce Management (if applicable) to forecast volume and staffing needs.
Support onboarding and continued training of new team members.

Operational Improvement

Identify process gaps inefficiencies and opportunities to improve customer experience.
Partner with the Strategy/Enablement role Identity Ops Client Ops and Engineering teams to improve workflows.
Ensure consistency in case documentation process adherence and technical troubleshooting standards.

Collaboration & Communication

Align daily operations with leadership goals strategic initiatives and cross-functional projects.
Communicate key updates procedural changes and operational impacts to the team.
Participate in internal leadership meetings and represent the Service Desk in business discussions.

Qualifications

5+ years of experience in IT Service Desk Help Desk or IT Support environment
2+ years of leadership experience (Supervisor Team Lead or Manager)
Strong understanding of Service Desk KPIs ITSM principles and operational metrics
Excellent communication interpersonal and coaching skills
Demonstrated ability to lead teams through change growth and evolving expectations
Strong problem-solving ability with calmness under pressure
Experience with ServiceNow or similar ITSM platforms preferred
Experience in contact center or technical support environments highly preferred

Preferred Qualifications

ITIL Foundation Certification
Experience in large enterprise support environments
Background supporting Identity Access Management VDI or modern authentication
Experience working closely with engineering automation or operations teams

Success Indicators for This Role

Improved ASA AHT FCR and service level performance
Reduction in escalations and aging backlog
Stronger analyst engagement and performance
Consistent adherence to processes and quality standards
Improved user satisfaction and reduced repeat contacts
Well-coordinated daily operations with minimal disruptions
More predictable workloads and improved Service Desk efficiency as a result of strategic initiatives

At Optimum we're fueled by our four core pillars: Taking Ownership Upholding Transparency Creating Community and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration innovation and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence trustworthiness and thriving community and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career seize this opportunity today and join our winning team so together we'll shape the future of connectivity.
All job descriptions and required skills qualifications and responsibilities for a particular position are subject to modification by the Company from time to time in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting hiring and promoting qualified people of all backgrounds regardless of gender race color creed national origin religion age marital status pregnancy physical or mental disability sexual orientation gender identity military or veteran status or any other basis protected by federal state or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers professional or employment related information photos education information and/or protected classifications under federal and state law. This information is collected for employment purposes including identification work authorization FCRA-compliant background screening human resource administration and compliance with federal state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time we do not provide visa sponsorship for employment.
Nearest Major Market: Plano
Nearest Secondary Market: Dallas

Top Skills

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Servicenow

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The Company

HQ: Long Island City NY

9000 Employees

Year Founded: 1973

What We Do

We Make a Difference Because We Are the Difference! At Optimum we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers we're building the future of connectivity through innovative services like Optimum Fiber Internet Optimum TV and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers We’re a team of bold thinkers curious leaders and collaborative problem-solvers united by a culture that values inclusion innovation and impact. At Optimum every voice matters every idea counts and every team member has the opportunity to grow lead and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact ensuring that our efforts resonate far and wide. From our products and services to our community impact we are creating connections driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!

Why Work With Us

Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network reimagining our products and building a culture where people thrive. With nearly 4.5 million customers across 21 states we’re transforming fr