Technology Operations Associate Manager

About the role

This role involves managing and overseeing IT Service Desk operations with responsibility for team leadership, operational oversight, incident management, and stakeholder engagement. You will ensure smooth functioning of the Service Desk, meeting SLAs for response and resolution times, while leading and mentoring a team of Service Desk analysts and leads.

Key responsibilities

• Manage and mentor Service Desk Leads and agents
• Allocate resources effectively and ensure coverage for all shifts
• Drive talent development and assist in hiring processes
• Monitor daily operations, including incident management
• Conduct regular reviews (daily, weekly, monthly) with stakeholders and vendors
• Ensure adherence to SLAs and escalation protocols
• Implement and follow Incident management processes for scope or schedule adjustments
• Track and report significant problems and incidents, ensuring timely resolution
• Collaborate with internal teams and external vendors for service delivery
• Monitor key metrics such as AHT (Average Handling Time), MTTR (Mean Time to Resolve), FCR (First Call Resolution), and NPS (Net Promoter Score)

About you

• Strong leadership and people management skills
• Expertise in IT Service Management (ITSM) frameworks
• Ability to analyze operational data and identify improvement opportunities
• Excellent communication and stakeholder management abilities
• Understanding of the service desk / operations
• Understanding of CCAS (Contact Center as a Service) tools – i.e. Genesys, Nice, Cisco
• Technical Savvy - CCAAS / Service Desk / End users services
• Conceptual / Implementation of projects aligned to ITIL Framework
• End to end SLA management and Global Governance