Service Desk Program Manager

Responsibilities

• Design the T0/T1 service desk model for a strategic enterprise technology client's RMA environment.
• Define service desk scope, including contact channels, intake workflows, and escalation triggers.
• Map T1-to-T2 handoff protocols, including SLA clock status and escalation paths.
• Analyze contact volume data to develop AHT-based staffing models and coverage architecture (8/5, 22/5, or 24/7).
• Define SmartQueue routing logic for automated triage and high-priority escalation rules.
• Design T1 agent competency requirements and training programs.
• Produce staffing model inputs and configuration blueprints for AI-assisted agent support tools.
• Transition from design to launch, managing T1 team onboarding and routing rule governance.

Requirements

• 8+ years of experience in service desk management, ITSM operations, or managed helpdesk program delivery.
• Proven experience designing and sizing T1 service desk models for enterprise technology clients.
• Strong working knowledge of SmartQueue or equivalent intelligent routing and triage configuration.
• Experience with AI-assisted agent support tooling (e.g., Agent-Assist, automated triage).
• Proficiency in service desk escalation path design and SLA management frameworks.
• Ability to produce detailed process documentation and staffing recommendation reports.
• Experience in hardware warranty, RMA, or enterprise support environments.
• Bachelor's degree in Business, Operations, Information Systems, or a related field.

Preferred Qualifications

• Experience managing service desks within AI OpsHub, ServiceNow, or Salesforce Service Cloud.
• Background in 22/5 Follow-the-Sun or 24/7 global coverage model operations.
• Familiarity with entitlement validation workflows and Business Critical SLA handling.
• ITIL Foundation certification or equivalent service management credential.

Benefits

• Medical, Dental, and Vision insurance.
• 401k Plan.
• Paid Time Off and Paid Holidays.
• Continuing Education and Professional Development via Udemy and Coursera.
• Tuition Reimbursement.
• Employee Assistance Program and Corporate Wellness Program.

About the Company

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.