Engineering Manager, Service Delivery

About The Role

We’re looking for a Service Desk Manager who’s ready to take responsibility—not just tasks. You’ll run the day‑to‑day service desk operations, coach a growing team, evolve processes, and partner across the organization to raise the bar on customer experience. This isn’t a “keep the lights on” job. It’s a “make it better every day” job. You’ll lead with purpose, accountability, and curiosity—and you won’t be afraid to take risks, try new approaches, and challenge the status quo when the team or our customers need it.

• Leading daily service desk operations: triage, queue health, priorities, escalations, and customer communication
• Monitoring and improving SLA/SLO performance; reporting trends and acting on what you uncover
• Coaching and developing analysts through consistent 1:1s, QA reviews, and growth plans
• Driving knowledge management—from standard work to self‑service adoption
• Collaborating with engineering teams and business partners to reduce repeat incidents and improve resolution
• Ensuring processes are well‑documented, followed, and continuously improved
• Managing scheduling/coverage and supporting major incident response
• Overseeing vendors/outsource rs where applicable; ensuring KPIs and OLAs are met

• 3+ years in IT service desk or IT operations, including leadership or team‑lead experience
• Strong understanding of ITIL‑aligned practices (incident, request, knowledge, problem)
• Experience with incident tracking platforms and performance reporting
• A proven track record of improving performance with metrics such as SLA, CSAT, First Contact Resolution, kill ratio, and Average Time to Resolution
• Excellent communication skills across technical and non‑technical audiences
• Strong coaching and team development skills

• ITIL Foundation or equivalent practical mastery
• Experience with continuous improvement methodologies (Lean, Kaizen, root‑cause)
• Background leading service desk teams or managing operations
• Experience with self‑service portals, automations, or virtual agent/chat technologies

You won’t be micromanaged. You’ll be trusted.
You won’t be maintaining the status quo. You’ll be shaping what comes next.
And you won’t just “manage a team”—you’ll build capability, influence culture, and lead a function with real impact.
If you’re energized by ownership, motivated by challenges, and excited to take calculated risks to drive improvement, we want to meet you.