As the Service Desk Delivery Manager, you will lead the TSTS service team to deliver reliable, empathetic, and efficient support. Ensure consistent performance against agreed service levels, effective incident and request management, and continual improvement of processes, tooling, and knowledge.  This person should embrace the “why” on their motivation in giving customers answers and solutions in a timely way – why do they thrive on this? 

Core Responsibilities 

• Own daily service desk delivery: triage, queue health, escalations, prioritization, and communications. 
• Manage SLA/SLO performance and report trends, risks, and actions to stakeholders. 
• Coach and develop analysts; run regular 1:1s, QA reviews, and skills progression plans. 
• Drive knowledge management: articles, standard work, and shift-left/self-service adoption. 
• Partners with TSTS engineering teams and the business to improve end-to-end resolution and reduce repeat incidents. 
• Ensure service desk processes are documented, followed, and improved (incident, request, problem support). 
• Maintain scheduling/coverage, including peak planning and major incident participation. 
• Own vendor/outsourcer performance if applicable (OLAs, KPIs, and improvement plans). 

 Required Qualifications 

• 3+ years in service desk / IT operations, including leadership or team lead responsibilities. 
• Strong understanding of ITIL-aligned practices (incident, request, knowledge, problem triage). 
• Experience with an incident tracking platform and reporting. 
• Proven ability to develop and manage performance using metrics (SLA, Customer SAT, First Contact Response (FCR), kill ratio, and Average Time to Resolution (ATTR). 
• Excellent written and verbal communication with both technical and non-technical audiences. 
• Demonstrated coaching, feedback, and team development skills. 

Preferred Qualifications 

• ITIL Foundation (or equivalent practical mastery). 
• Experience leading continuous improvement (Lean, Kaizen, root-cause and recurring issue reduction). 
• Experience with service desk management and teams. 
• Experience in using and improving self-service portals, virtual agent/chat, or automation.