IT Operations Manager

Sri Tech

Job ID: SRJ_8618Posted: Location: Denver , CO - Remote, United StatesSalary: USD 110-115 / Yearly (Full Time)Employment Type: Full TimeIndustry: Computer SoftwareClient: WiproContact: Meghana GorusuCompany: SRI Tech SolutionsIT Operations ManagerLocation: Denver CO (Remote is OK)Responsible for leading and governing end‑to‑end helpdesk operations to ensure timely, effective, and SLA‑compliant support for end users.The role includes managing daily service desk operations, overseeing incident and service request intake, prioritization, escalation, and resolution, and ensuring accurate ticket handling withinITSM tools such as ServiceNow.The Helpdesk Manager monitors service performance, tracks SLAs and KPIs, analyzes trends, and drives corrective actions and continuous service improvement initiatives.They are accountable for team leadership and workforce management, including staffing, scheduling, coaching, performance reviews, and skills development of helpdesk analysts.The role also involves stakeholder and vendor coordination, acting as the primary escalation point for critical issues, participating in operational reviews, and ensuring alignment with broader IT teams.Additionally, the Helpdesk Manager ensures process compliance, documentation quality, audit readiness, and knowledge management, while supporting process standardization, automation opportunities, and service transition activities.SRI Tech Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.

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