Service Desk Platform & Integration Manager

The Service Desk Platform & Integration Manager is responsible for leading the technical operations, platform administration, and integration strategy for the Service Desk environment. This role provides end-to-end accountability for incident management, problem management, escalation coordination, ITSM platform governance, and service delivery performance across a multi-site user environment.

The manager oversees daily Service Desk operations, administers the cloud-based IT Service Management platform, coordinates support across Tier 1, Tier 2, Tier 3, vendor, and customer IT teams, and ensures services are delivered in accordance with established Service Level Agreements (SLAs), ITIL practices, and operational standards.

Primary Responsibilities

Service Desk Operations Leadership

• Lead day-to-day Service Desk operations across onsite, remote, and multi-location support environments.
• Provide operational direction to Service Desk staff and coordinate activities across Tier 1, Tier 2, Tier 3, vendor, and customer IT teams.
• Ensure consistent incident handling, escalation, communication, and service delivery practices across all support channels.
• Coordinate service desk staffing and coverage, including after-hours support requirements.

Incident & Problem Management

• Own the end-to-end lifecycle of incidents and problems, including logging, categorization, prioritization, escalation, resolution, closure, and post-resolution review.
• Ensure incidents and service requests are managed in accordance with established ITIL practices, SLAs, and operational procedures.
• Manage escalations to Tier 3 technical teams and external vendors.
• Lead major incident coordination, including real-time communication, stakeholder updates, escalation management, and resolution tracking.

ITSM Platform Management

• Administer and maintain the cloud-based ITSM platform, such as ServiceNow, BMC Helix, or equivalent.
• Configure and manage workflows, ticket standards, queues, routing rules, service catalog items, dashboards, reports, and knowledge base content.
• Ensure the ITSM platform supports consistent, transparent, and scalable service delivery.
• Partner with technical teams to improve platform integrations, automation, reporting, and operational visibility.

SLA Management & Reporting

• Monitor SLA and KPI performance across all Service Desk functions.
• Analyze operational trends, ticket volumes, backlog, resolution times, escalations, and recurring issues.
• Prepare performance reports and service review materials for program leadership and client stakeholders.
• Drive continuous improvement initiatives based on data, root cause analysis, and service performance trends.

Platform Integration & Cross-Team Coordination

• Coordinate integration between off-site Service Desk operations, onsite technical teams, infrastructure teams, security teams, and vendor support organizations.
• Partner with Tier 3 Network, Systems Administration, and customer IT teams to align Service Desk processes with infrastructure, application, and security requirements.
• Support integration of ITSM workflows with monitoring, collaboration, asset management, identity management, and other enterprise systems as required.

Continuous Improvement

• Identify opportunities to improve incident resolution, escalation workflows, knowledge management, automation, reporting, and customer experience.
• Recommend and implement process improvements that increase efficiency, reduce repeat incidents, and improve SLA performance.
• Promote consistent use of knowledge articles, standard operating procedures, and ITIL-aligned service management practices.