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IT Service Desk & SLA Operations Manager
Job Location:
Job Location:
Foster, CA - USA
Yearly Salary:
USD 167000 - 201000
Yearly Salary:
Posted:
10 September 2026 (2 days ago)
Posted:
Application Deadline:
10 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
The IT Service Desk & SLA Operations Manager is responsible for overseeing the end-to-end lifecycle of all IT support tickets from initial intake through resolution and closure. This role demands unrelenting ownership: you will follow every ticket on its entire journey to the end-of-the-earth to achieve resolution in a timely and effective manner.
Driven by a Simple Sets You Free mindset this role actively strips away bureaucratic friction eliminates operational waste and continuously optimizes IT service management processes to maximize efficiency speed up ticket resolution and boost customer satisfaction.
In This Role You Will...
End-to-End Ticket Ownership & Lifecycle Management
- Relentless Resolution Ownership:Personally track and follow tickets on their entire journey to the end-of-the-earth taking total responsibility until issues are thoroughly accurately and effectively resolved.
- Queue Administration & Triage:Monitor triage and assign incoming incidents service requests and problem tickets across multi-tiered support teams with speed and accuracy. Closure & Quality Control: Validate that all tickets are properly documented root causes are identified and end-users confirm resolution before ticket closure.
- Escalation Management:Identify aging stuck or high-priority (P1/P2) tickets and proactively cross organizational boundaries to drive action and prevent SLA breaches.
Process Optimization & Friction Elimination (Simple Sets You Free)
- Bottleneck Identification:Continuously audit ticket lifecycles intake workflows and escalation paths to pinpoint bottlenecks redundant approvals or process inefficiencies that delay issue reporting and resolution.
- Streamlined Workflows:Design and implement intuitive simplified ticketing processes and self-service channels that make it effortless for users to report issues and for technicians to resolve them.
- Root-Cause Process Fixing:Collaborate across IT and business departments to re-engineer flawed processes remove unnecessary handoffs and eliminate administrative bloat slowing down resolution times.
- Automation & Lean Operations:Champion lean service desk practices by eliminating obsolete procedures automating routine tasks and establishing straightforward zero-friction standards across all support tiers.
SLA & Metric Tracking
- SLA Monitoring: Enforce and monitor compliance against core SLAs (First Response Time Mean Time to Resolution MTTR First Contact Resolution FCR and Customer Satisfaction CSAT).
- Reporting & Dashboards:Design build and maintain real-time operational dashboards and weekly/monthly executive report packs using ITSM tools (e.g. ServiceNow Jira Service Management Zendesk).
- Trend Analysis:Analyze incident data to detect recurring technical issues capacity bottlenecks or process failures feeding insights directly into Problem Management.
Process Governance & Continuous Improvement
- ITIL & Lean Governance:Standardize and enforce streamlined incident management processes simplified escalation pathways and consistent ticket categorization/tagging.
- Vendor & Cross-Team Coordination: Hold internal technical teams and external IT vendors accountable to contractual response and resolution targets while streamlining joint operational workflows.
- Customer Feedback:Manage the CSAT survey process follow up on negative feedback and implement actionable improvement plans based on direct user input.
Qualifications
- 35 years in IT Service Management (ITSM) IT Operations or Service Desk leadership roles with demonstrated experience in end-to-end ticket management and lean process optimization.
- Unwavering ownership mentalitywilling to follow a ticket to the end-of-the-earth to see it resolved.
- Strong lean operational mindset focused on process simplification and waste reduction.
- Advanced proficiency in ITSM platforms (ServiceNow Jira Service Desk BMC Helix Freshservice etc.).
- Deep expertise in analytics/BI platforms (Power BI Tableau Excel/Google Sheets advanced reporting).
Bonus Qualifications
- ITIL v3/v4 Foundation certification
- Excellent written/verbal communication
- Strong analytical problem-solving
- Proven ability to simplify complex technical workflows under tight SLA timelines
$167000 - $201000 a year
Base Salary Range
There are three major components to compensation for this position: salary Amazon Restricted Stock Units (RSUs) and Zoox Stock Appreciation Rights. A sign-on bonus may be offered as part of the compensation package. The listed range applies only to the base salary. Compensation will vary based on geographic location and level. Leveling as well as positioning within a level is determined by a range of factors including but not limited to a candidates relevant years of experience domain knowledge and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.
Zoox also offers a comprehensive package of benefits including paid time off (e.g. sick leave vacation bereavement) unpaid time off Zoox Stock Appreciation Rights Amazon RSUs health insurance long-term care insurance long-term and short-term disability insurance and life insurance.
About Zoox
Zoox is developing the first ground-up fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics machine learning and design Zoox aims to provide the next generation of mobility-as-a-service in urban environments. Were looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.
Accommodations
If you need an accommodation to participate in the application or interview process please reach out to emailprotected or your assigned recruiter.
A Final Note:
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
About Company
We’re reinventing personal transportation—making the future safer, cleaner, and more enjoyable for everyone. This is on-demand autonomous ride-hailing.
