Job Description

Job Location: Vast Enterprises Inc - Cranberry Township, PA 16066
Position Type: Full TimeEducation
Level: 2 Year Degree
Travel Percentage: Up to 25%
Job Category: Information TechnologyThe Service Desk Operations Manager is a key leadership role within All Lines Technology’s ALLManage portfolio, responsible for ensuring world class delivery of 24/7 Service Desk operations. This leader is part of a collaborative management team that oversees a high volume environment supporting all contracted Help Desk customers. The role requires strong operational discipline, people leadership, and a relentless focus on customer satisfaction and continuous improvement.
Operational Leadership
- Oversee day-to-day operations of a 24/7 Service Desk supporting multiple customer environments.
- Work as part of a team of Service Desk Managers to coordinate staffing, workload distribution, and operational coverage across a large analyst group.
- Ensure consistent execution of processes across UCaaS platforms, ticketing systems, call handling, and escalation workflows.
- Monitor Realtime performance, service levels, and queue health to ensure contractual SLAs are met or exceeded.
- Develop, refine, and enforce standard operating procedures to drive efficiency and quality.
Team Management, Training & Development
- Lead, coach, and mentor a team of L1 Analysts, fostering a culture of accountability, collaboration, and continuous learning.
- Deliver structured training for new analysts, including customer-specific onboarding, process education, and technical readiness.
- Provide ongoing training and updates for existing analysts as customer environments evolve, new contracts are added, or service expectations change.
- Conduct regular performance reviews, skills assessments, and development planning.
- Drive teambuilding initiatives that strengthen engagement, retention, and service excellence.
- Partner with HR on recruiting, onboarding, and workforce planning to support a 24/7 staffing model.
Customer Experience & Relationship Management
- Serve as an escalation point for customer issues, ensuring timely resolution and clear communication.
- Build strong relationships with customer Help Desk Managers and executive stakeholders.
- Lead onboarding of new customers and contracts, ensuring smooth transitions into ALLManage support.
- Champion customer satisfaction by analyzing feedback, identifying trends, and implementing improvement initiatives.
Metrics, Reporting & Continuous Improvement
- Track, analyze, and communicate call metrics, ticket trends, and operational KPIs to senior leadership.
- Identify opportunities to improve service quality, reduce call volume, and enhance first contact resolution.
- Drive continuous improvement initiatives leveraging data, automation, and best practices.
- Collaborate with internal teams to optimize workflows, knowledge bases, and service delivery processes.
Cross-Functional Collaboration
- Work closely with the Sales team to support new business opportunities, including scoping, presentations, and operational planning.
- Partner with Engineering, UCaaS, and Project teams to ensure seamless customer experiences across the service lifecycle.
- Participate in executive-level discussions regarding service performance, customer health, and strategic initiatives.

Qualifications
- 5+ years of experience in Service Desk, IT Support, or Managed Services operations; 2+ years in a leadership role preferred.
- Experience managing or contributing to a multimanager operational structure in a high volume environment.
- Strong understanding of ITIL principles, ticketing systems, and UCaaS technologies.
- Proven ability to lead teams in a 24/7 operational environment.
- Excellent communication, customer facing, and conflict resolution skills.
- Data driven mindset with experience analyzing KPIs and driving operational improvements.
- Ability to manage multiple priorities in a dynamic, fast-paced environment.
Why Join All Lines Technology?
- Be a key leader in a rapidly growing managed services organization.
- Shape the future of ALLManage service delivery and customer experience.
- Work with a collaborative leadership team that values innovation, accountability, and excellence.
- Make a measurable impact on customers across diverse industries.