Service Desk Optimization Manager

Job Description

The Service Desk Optimization Manager is responsible for overseeing the efficient triage and assignment of IT service tickets to ensure timely resolution and adherence to service level objectives. This role requires a detail-oriented and process-driven individual who can monitor ticket queues, enforce escalation protocols, and collaborate closely with Tier 1 and Tier 2 support teams. The Optimization Manager serves as the primary point of contact for high-severity incidents, maintains open communication with stakeholders, and ensures accurate documentation and timely reporting. This person is also responsible for creating and maintaining KPI reports to monitor service desk performance and efficiency. Success in this role demands strong organizational skills, a calm demeanor under pressure, and the ability to drive accountability across technical teams without direct authority.

Key Responsibilities

Ticket Assignment and Coordination

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