About this role
The IT Service Desk & SLA Operations Manager is responsible for overseeing the end-to-end lifecycle of all IT support tickets, from initial intake through resolution and closure. This role demands unrelenting ownership: you will follow every ticket on its entire journey to the end-of-the-earth to achieve resolution in a timely and effective manner.
Driven by a "Simple Sets You Free" mindset, this role actively strips away bureaucratic friction, eliminates operational waste, and continuously optimizes IT service management processes to maximize efficiency, speed up ticket resolution, and boost customer satisfaction.