Service Desk Program Manager
$98.04k - $154.8kAstreya Inc.
- # Service Desk Program ManagerApplylocations: Santa Clara, CAtime type: Full timeposted on: Posted Todaytime left to apply: End Date: July 16, 2026 (29 days left to apply)job requisition id: R0015936**POSITION OVERVIEW** The Service Desk Program Manager designs the T0/T1 service desk model for a strategic enterprise technology client's RMA environment. This individual defines the coverage model, contact scope, routing logic, staffing requirements, and AI-assisted triage configuration that will govern first-touch case handling across the client's enterprise customer base. The Service Desk PM is expected to make evidence-based decisions on coverage architecture — including the 8/5, 22/5 Follow-the-Sun, and 24/7 model tradeoffs — and to configure the SmartQueue routing logic that enables T0 automated triage and T1-to-T2 escalation. **KEY RESPONSIBILITIES** * Define the T1 service desk scope: determine whether T1 covers external enterprise customers, internal operations, or both; document the headcount and cost implications of each scope decision.* Document current T1 intake workflows: contact channels (portal, phone, email), first-response templates, entitlement validation procedures, and escalation triggers.* Map the T1-to-T2 handoff protocol: information transferred at escalation, SLA clock status, and Business Critical vs. standard escalation path.* Analyze available contact volume data to size the T1 requirement; develop an AHT-based volume model where historical data is unavailable.* Define SmartQueue routing logic for T0 automated triage: Business Critical routing rules (immediate escalation, no queue), High SLA routing rules, and standard queue management; provide routing specifications to the FDE for AI OpsHub configuration.* Recommend the coverage model (Model A: 8/5, Model B: 22/5 Follow-the-Sun, or Model C: 24/7); document the coverage model decision with supporting volume rationale.* Define T1 agent competency requirements: product knowledge, entitlement validation training, portal access requirements, and specialized service handling procedures.* Design the T1 Service Desk configuration section of the AI OpsHub Configuration Blueprint: Agent-Assist templates for common T1 response types, SmartQueue routing rules, and T1-to-T2 handoff workflow.* Produce T1 staffing model inputs for the Staffing Recommendation Report: recommended FTE by coverage model, T0 deflection rate assumptions, and AHT benchmarks by contact type.* Post Day 90, transition from service desk design to service desk launch; own T1 team onboarding when the Service Desk Change Order is activated; manage the T1 training program and routing rule governance. **REQUIRED QUALIFICATIONS** * 8+ years of experience in service desk management, ITSM operations, or managed helpdesk program delivery.* Demonstrated experience designing and sizing T1 service desk models for enterprise technology clients, including coverage model analysis and AHT-based staffing models.* Strong working knowledge of SmartQueue or equivalent intelligent routing and triage configuration.* Experience with AI-assisted agent support tooling (Agent-Assist, AI-drafted communications, automated triage).* Proficiency with service desk escalation path design and SLA management frameworks.* Ability to produce detailed process documentation, coverage model rationale, and staffing recommendation reports.* Experience working within or adjacent to hardware warranty, RMA, or enterprise support environments.* Bachelor's degree in Business, Operations, Information Systems, or a related field; or equivalent professional experience. **PREFERRED QUALIFICATIONS** * Experience configuring or managing service desks within AI OpsHub, ServiceNow, Salesforce Service Cloud, or similar platforms.* Background in 22/5 Follow-the-Sun or 24/7 coverage model operations across multiple geographic regions.* Familiarity with PAK ID entitlement validation workflows and Business Critical SLA escalation handling.* Experience building T1 agent training programs for complex, entitlement-based support environments.* ITIL Foundation certification or equivalent service management credential.**Salary Range**$98,040.00 - $154,800.00 USD (Salary)* *Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.** *Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.***Astreya** **offers comprehensive** **b****enefits to all Regular, Full-Time Employees,** **including:*** Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only* Dental provided through UHC* Nationwide Vision provided by UHC* Flexible Spending Account for Health & Dependent Care* Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)* Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera* Corporate Wellness Program provided by Goomi Group* Employee Assistance Program* Wellness Days 401k Plan* Basic and Supplemental Life Insurance* Short Term & Long Term Disability* Critical Illness, Critical Hospital, and Voluntary Accident Insurance* Tuition Reimbursement (available 6 months after start date, capped)* Paid Time Off (accrued and prorated, maximum of 120 hours annually)* Paid Holidays* Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
- J-18808-Ljbffr Astreya Inc.
Vacancy posted 2 days ago
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