About this role
Service Desk Program Manager at Astreya. Location: Santa Clara, California, United States. Role: designing model, configuring routing, sizing staffing Requirements: 8+ years in service desk/ITSM or managed helpdesk delivery; experience designing/sizing T1 service desk models, SmartQueue/intelligent routing, AI-assisted agent tooling, SLA/escalation frameworks, RMA/warranty support, and producing staffing and process documentation. Category: Project and Program Management Seniority: Senior Level Tools: SmartQueue, AI OpsHub, ServiceNow, Salesforce Service Cloud, Udemy, Coursera Certifications: itil foundation Commitment: Full Time Workplace: Onsite Languages: English