Technology Service Operations Manager

The Technology Service Operations Manager is responsible for overseeing the end-to-end lifecycle of IT operational support tickets, ensuring clear ownership, continuous progress, and adherence to defined service level agreements (SLAs) across IT teams. This role serves as the central point of coordination for service operations, driving accountability, improving service delivery efficiency, and maintaining visibility across all active workstreams.

This position does not include direct people management but requires strong cross-functional leadership and process ownership, including oversight of Jira Service Management workflows and operational asset coordination.

Key Responsibilities

- Own and manage the full lifecycle of operational support tickets from intake through resolution and closure

- Monitor and enforce SLAs, ensuring timely responses, updates, and issue resolution

- Act as the central authority for ticket routing, assignment, and escalation

- Identify and drive resolution of stalled or aging tickets across teams

- Coordinate cross-functional handoffs between IT teams, ensuring clear ownership transitions

- Maintain visibility into all active tickets, ensuring defined ownership, next steps, and status updates

- Develop and maintain dashboards and reporting on SLA performance, ticket trends, and backlog health

- Lead operational reviews to identify bottlenecks and drive continuous improvement

- Ensure adherence to ticketing standards, documentation, and process consistency

- Create and manage Jira Service Management (JSM) workflows, including request types, queues, SLAs, and basic automation rules

- Build and maintain Jira dashboards and reporting to support operational visibility

Operational & Asset Management Responsibilities

- Support equipment ordering, provisioning, and tracking of IT assets

- Manage contract-related updates including new orders, returns, and asset decommissioning

- Maintain accurate and organized inventory of IT equipment

- Coordinate e-waste handling and disposal in compliance with company and regulatory standards

- Schedule and support inventory audits and lifecycle management activities

Qualifications

- 5+ years of experience in IT service management, operations, or service delivery

- Experience working within SLA-driven support environments

- Hands-on experience with Jira or Jira Service Management (JSM), including workflow and queue management

- Strong organizational and problem-solving skills with attention to detail

- Ability to coordinate across multiple teams and drive accountability without direct authority

- Experience with IT asset management, inventory control, or procurement processes preferred

- Strong communication skills with the ability to work effectively with technical teams and leadership

Additional Notes

This role reports directly to the Director of Technology Services and plays a critical role in improving operational efficiency, service delivery performance, and process standardization across IT.

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