IT Service Desk & SLA Operations Manager

Foster City, CAInformation Technology and Applications – ITA PMO /Full-time /HybridThe 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.In This Role, You Will...End-to-End Ticket Ownership & Lifecycle Management Relentless Resolution Ownership: Personally track and follow tickets on their entire journey to the end-of-the-earth, taking total responsibility until issues are thoroughly, accurately, and effectively resolved. Queue Administration & Triage: Monitor, triage, and assign incoming incidents, service requests, and problem tickets across multi-tiered support teams with speed and accuracy. Closure & Quality Control: Validate that all tickets are properly documented, root causes are identified, and end-users confirm resolution before ticket closure. Escalation Management: Identify aging, stuck, or high-priority (P1/P2) tickets and proactively cross organizational boundaries to drive action and prevent SLA breaches. Process Optimization & Friction Elimination ("Simple Sets You Free") Bottleneck Identification: Continuously audit ticket lifecycles, intake workflows, and escalation paths to pinpoint bottlenecks, redundant approvals, or process inefficiencies that delay issue reporting and resolution.Streamlined Workflows: Design and implement intuitive, simplified ticketing processes and self-service channels that make it effortless for users to report issues and for technicians to resolve them. Root-Cause Process Fixing: Collaborate across IT and business departments to re-engineer flawed processes, remove unnecessary handoffs, and eliminate administrative bloat slowing down resolution times. Automation & Lean Operations: Champion lean service desk practices by eliminating obsolete procedures, automating routine tasks, and establishing straightforward, zero-friction standards across all support tiers. SLA & Metric Tracking SLA Monitoring: Enforce and monitor compliance against core SLAs (First Response Time, Mean Time to Resolution [MTTR], First Contact Resolution [FCR], and Customer Satisfaction [CSAT]). Reporting & Dashboards: Design, build, and maintain real-time operational dashboards and weekly/monthly executive report packs using ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk). Trend Analysis: Analyze incident data to detect recurring technical issues, capacity bottlenecks, or process failures, feeding insights directly into Problem Management. Process Governance & Continuous Improvement ITIL & Lean Governance: Standardize and enforce streamlined incident management processes, simplified escalation pathways, and consistent ticket categorization/tagging.Vendor & Cross-Team Coordination: Hold internal technical teams and external IT vendors accountable to contractual response and resolution targets while streamlining joint operational workflows. Customer Feedback: Manage the CSAT survey process, follow up on negative feedback, and implement actionable improvement plans based on direct user input. Qualifications3–5+ years in IT Service Management (ITSM), IT Operations, or Service Desk leadership roles with demonstrated experience in end-to-end ticket management and lean process optimization. Unwavering ownership mentality—willing to follow a ticket to the end-of-the-earth to see it resolved.Strong lean operational mindset focused on process simplification and waste reduction. Advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice, etc.). Deep expertise in analytics/BI platforms (Power BI, Tableau, Excel/Google Sheets advanced reporting). Bonus QualificationsITIL v3/v4 Foundation certificationExcellent written/verbal communicationStrong analytical problem-solvingProven ability to simplify complex technical workflows under tight SLA timelines$167,000 - $201,000 a yearBase Salary RangeThere are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. A sign-on bonus may be offered as part of the compensation package. The listed range applies only to the base salary. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.Zoox also offers a comprehensive package of benefits, including paid time off (e.g. sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.About ZooxZoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics, machine learning, and design, Zoox aims to provide the next generation of mobility-as-a-service in urban environments. We’re looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.Follow us on LinkedInAccommodationsIf you need an accommodation to participate in the application or interview process please reach out to [email protected] or your assigned recruiter.A Final Note:You do not need to match every listed expectation to apply for this position. Here at Zoox, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.