IT Service Desk Operations Manager at Virtual Technologies Group

Job Title: IT Service Desk Operations ManagerCompany:Virtual Technologies Group (VTG)Position Availability: Evergreen Anticipated January 2026Location: Manchester NH (Local Surrounding Area)Department: Help Desk OperationsPosition Type:Full-Time Part TimeEmployee Type: FTE Hourly Compensation Range:$90000 - $115000 Annually Company Overview:Virtual Technologies Group is a leading innovator in the technology sector specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency productivity and connectivity. With a team of highly skilled professionals we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence innovation and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group we are dedicated to shaping the future of technology and making a positive impact on the world.The IT Service Desk Operations Manager serves as the primary operational and administrative leader for the outsourced Service Desk responsible for the overall success and strategic direction of the service provided to a higher education university. This high-visibility role ensures optimal operational performance financial management client relationship health and continuous service improvement directly impacting the quality and efficiency of IT support for the university community.Strategic Leadership and Client Management (Primary Focus)Serve as the primary operational point of contact and lead for the SNHU client relationship participating in regular governance and steering committee meetings.Develop and execute the strategic roadmap for the Service Desk aligning service delivery with the universitys long-term IT objectives and evolving user needs.Oversee the entire Service Desk operation to ensure all contracted Service Level Agreements (SLAs) Operational Level Agreements (OLAs) and Key Performance Indicators (KPIs) are met or exceeded.Lead the preparation and presentation of performance reports service reviews and business continuity planning to stakeholders.Manage and control the program budget forecasting resource needs and ensuring cost-effective delivery of high-quality services.Operational Excellence and Process GovernanceDrive the implementation and adherence to advanced ITIL-based processes focusing on continuous improvement across Incident Request Problem and Knowledge Management.Establish monitor and enforce operational standards policies and procedures across all shifts and Service Desk locations.Lead major service transition and transformation projects ensuring minimal disruption and successful adoption of new technologies or service methods.Own the Service Desks quality assurance framework conducting regular audits and implementing corrective actions to maintain high service integrity and compliance.Oversee workforce management strategies including capacity planning scheduling optimization and resource allocation to handle fluctuating demand.People Management and DevelopmentDirectly manage mentor and coach the Team Leads providing leadership support to ensure they effectively manage their respective teams of analysts.Lead talent management initiatives including recruitment onboarding training and retention strategies for the entire Service Desk staff.Foster a high-engagement customer-focused and results-driven culture encouraging collaboration and continuous professional development.Handle high-level employee relations issues performance challenges and complex cross-functional team dynamics.Qualifications and SkillsRequired QualificationsBachelors degree in Information Technology Business Administration or a related field. A Masters degree is a plus.Minimum of 5 years of progressive experience in managing large-scale IT Service Desk or IT Operations preferably in an outsourced or multi-client environment.Demonstrated expertise and certification in ITIL v3 or v4 (Expert or Managing Professional certification highly desirable).Experience using: Service Now ITSM Power BI D2L Brightspace Ellucian Banner telephony solutions (RingCentral Five9) Microsoft 365 desktops laptops Windows OS 10 & 11 LogMeIn Rescue. Proven experience managing client relationships contracts and financial budgets for a large service delivery function.Skills and CompetenciesStrategic Vision:Ability to translate client business needs and technical requirements into actionable long-term service delivery strategies.Executive Communication:Exceptional verbal written and presentation skills capable of communicating complex information to both technical teams and executive-level clients (SNHU stakeholders).Financial Acumen:Strong understanding of P&L management budget control cost optimization and contract performance.Problem & Crisis Management:Proven ability to manage high-impact service interruptions drive root cause analysis and implement effective preventative measures.Leadership and Influence:Demonstrated ability to lead and motivate a management team drive change and build consensus across diverse teams.Why Join UsAt Virtual Technologies Group we provide more than just IT solutionswe offer a dynamic environment where you can learn grow and expand your skillset. As a leading managed services cybersecurity and IT consulting firm we support a diverse range of customers giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.Join a team that values innovation collaboration and professional development. Whether youre looking to sharpen your technical expertise work with cutting-edge technology or make a real impact were committed to helping you build a rewarding career.Benefits Overview:VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans dental insurance vision insurance health savings accounts (HSA) flexible spending accounts (FSA) life insurance short and long-term disability insurance paid time off and holidays and a 401(k) with employer match.EEO Statement:VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other legally protected status.We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications merit and business needs. If you require reasonable accommodation during the application or interview process please contact emailprotected. Required Experience:Manager Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 90000 - 115000