Job Description & How to Apply Below
Position Overview
The Technology Service Desk Controller is responsible for providing operational oversight, governance, and performance management for the organization's outsourced Service Desk provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
Key Responsibilities
Vendor Oversight & Governance
Serve as the primary liaison between the organization and the outsourced Service Desk provider.
Monitor daily operations of the vendor-run Service Desk to ensure alignment with contractual obligations and SLAs.
Coaching the Service Desk on proper process, troubleshooting, resolving issues holistically, contributing to knowledge, and driving users to self-service.
Review and validate vendor performance metrics, dashboards, and reports; hold the vendor accountable for service quality and remediation activities.
Facilitate regular operational and governance meetings with the vendor, including weekly operations reviews and monthly performance evaluations.
Ensure compliance with ITIL-based processes, including incident, request, problem, and knowledge management.
Operational Management
Oversee the intake, triage, and escalation workflows to ensure timely and effective resolution of incidents and service requests.
Coordinate with internal IT teams to resolve issues that require Tier 2/Tier 3 support, ensuring seamless collaboration with the vendor.
Analyze trends in incident volume, ticket quality, and service performance to identify systemic issues and areas for improvement.
Maintain the accuracy and completeness of the knowledge base used by the vendor and internal IT staff.
Ensure that the Service Desk maintains a high level of customer satisfaction and professional communication.
Continuous Improvement & Quality Assurance
Develop and refine Service Desk processes, KPIs, and standards to optimize service delivery.
Conduct periodic quality audits of tickets, communication, and customer interactions.
Recommend and implement improvements to tools, workflows, training, and documentation.
Drive and participate in the implementation of Service Now Service Catalog automations
Customer Experience & Stakeholder Communication
Act as an escalation point for business units regarding Service Desk performance or unresolved issues.
Communicate operational updates, trends, and project impacts to stakeholders.
Gather feedback from end-users and stakeholders to ensure the Service Desk continually evolves to meet business needs.
Reporting & Analytics
Produce regular performance dashboards, SLA reports, and operational summaries for leadership.
Track KPIs such as first-call resolution, ticket backlog, response/resolve times, and customer satisfaction scores.
Present findings and recommendations to IT leadership and governance committees.
Qualifications
Required
5+ years of IT support, service desk management, or IT operations experience.
Experience managing or working closely with outsourced IT service providers.
Strong knowledge of ITIL/ITSM frameworks and associated processes.
Excellent analytical abilities with experience interpreting service metrics and performance data.
Strong communication and vendor management skills.
Proven ability to drive process improvements and operational excellence.
Preferred
ITIL Foundation certification (or higher).
Experience with enterprise ticketing platforms such as Service Now (preferred), Remedy,etc.
Experience in a mid-to-large corporate environment with structured vendor relationships.
Familiarity with SLA/SLO design and continuous improvement methodologies.
Core Competencies
Vendor & Relationship Management
Operational Discipline
Analytical Thinking & Problem Solving
Process Optimization
Incident, Knowledge, Problem Management
Customer-Centric Mindset
Clear & Effective Communication
Collaboration Across Teams
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more:
We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We…
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