We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Manager, Service Desk Operations provides day-to-day operational leadership across the Service Desk. This role is responsible for ensuring consistent delivery of high-quality technical support, meeting service level expectations, and fostering a culture of accountability, ownership, and customer-centric support. The manager oversees frontline supervisors and analysts, drives operational KPIs, ensures adequate staffing coverage, and manages real-time escalations.
This role is critical to maintaining stability, minimizing downtime for end-users, and improving the Service Desk's responsiveness and overall performance.
Responsibilities
Operational Leadership
- Oversee daily operations of the Service Desk, including call, chat, and ticket workflows.
- Monitor real-time queue performance and adjust staffing to maintain service levels.
- Own delivery of KPIs: ASA, AHT, FCR, abandon rate, backlog/aging, SLA attainment, and quality metrics.
- Ensure adherence to established procedures, knowledge articles, and customer service standards.
People Leadership & Development
- Lead, coach, and develop Service Desk Supervisors and frontline analysts.
- Conduct performance reviews, one-on-ones, and continuous feedback sessions.
- Address performance concerns promptly and fairly, partnering with HR when necessary.
- Create a positive, high-performing team culture built on empathy, accountability, and professional growth.
Escalation & Incident Management
- Serve as the primary escalation point for frontline issues and customer concerns.
- Ensure timely communication during high-severity incidents and coordinate with technical teams.
- Provide direction to supervisors and analysts during outages, peak volumes, or operational challenges.
Workforce Management
- Manage shift schedules, staffing levels, and break/lunch coverage to ensure optimal support.
- Collaborate with Workforce Management (if applicable) to forecast volume and staffing needs.
- Support onboarding and continued training of new team members.
Operational Improvement
- Identify process gaps, inefficiencies, and opportunities to improve customer experience.
- Partner with the Strategy/Enablement role, Identity Ops, Client Ops, and Engineering teams to improve workflows.
- Ensure consistency in case documentation, process adherence, and technical troubleshooting standards.
Collaboration & Communication
- Align daily operations with leadership goals, strategic initiatives, and cross-functional projects.
- Communicate key updates, procedural changes, and operational impacts to the team.
- Participate in internal leadership meetings and represent the Service Desk in business discussions.
Qualifications
- 5+ years of experience in IT Service Desk, Help Desk, or IT Support environment
- 2+ years of leadership experience (Supervisor, Team Lead, or Manager)
- Strong understanding of Service Desk KPIs, ITSM principles, and operational metrics
- Excellent communication, interpersonal, and coaching skills
- Demonstrated ability to lead teams through change, growth, and evolving expectations
- Strong problem-solving ability with calmness under pressure
- Experience with ServiceNow or similar ITSM platforms preferred
- Experience in contact center or technical support environments highly preferred
Preferred Qualifications
- ITIL Foundation Certification
- Experience in large enterprise support environments
- Background supporting Identity Access Management, VDI, or modern authentication
- Experience working closely with engineering, automation, or operations teams
Success Indicators for This Role
- Improved ASA, AHT, FCR, and service level performance
- Reduction in escalations and aging backlog
- Stronger analyst engagement and performance
- Consistent adherence to processes and quality standards
- Improved user satisfaction and reduced repeat contacts
- Well-coordinated daily operations with minimal disruptions
- More predictable workloads and improved Service Desk efficiency as a result of strategic initiatives
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
Nearest Major Market: Plano
Nearest Secondary Market: Dallas
Top Skills
What the Team is Saying
What We Do
We Make a Difference Because We Are the Difference! At Optimum, we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers, we're building the future of connectivity through innovative services like Optimum Fiber Internet, Optimum TV, and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers We’re a team of bold thinkers, curious leaders, and collaborative problem-solvers, united by a culture that values inclusion, innovation, and impact. At Optimum, every voice matters, every idea counts, and every team member has the opportunity to grow, lead, and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts, we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact, ensuring that our efforts resonate far and wide. From our products and services to our community impact, we are creating connections, driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!
Why Work With Us
Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network, reimagining our products, and building a culture where people thrive. With nearly 4.5 million customers across 21 states, we’re transforming fr
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Optimum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
