Service Desk Program Manager

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 benefits 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 We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. 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