Job Details

Operations Manager (GTE – Service Desk / AV / Cellular Operations)

Location: United States, Employment Type: Full-time Experience: 8–12 years (with at least 3–5 years in a managerial capacity)

Role Overview: The Operations Manager will oversee day-to-day service delivery across multiple technology support verticals, including Service Desk, AV Maintenance, and Cellular Operations. The role involves managing teams, ensuring SLA compliance, driving process improvements, and maintaining strong stakeholder relationships within a high-performance technology environment.

Key Responsibilities:

• Lead and manage end-to-end operations for Service Desk, AV, and Cellular support functions.
• Ensure consistent delivery of high-quality IT support services aligned with client expectations and SLAs.
• Oversee workforce planning, scheduling, and performance management for onshore/offshore teams.
• Collaborate with cross-functional teams to resolve escalations and implement process improvements.
• Track and report operational metrics, identify trends, and recommend corrective actions.
• Manage vendor relationships and ensure compliance with organizational and client policies.
• Drive automation and efficiency initiatives to improve service delivery.
• Support RFPs, transitions, and new business onboarding as required.

Required Skills & Qualifications:

• Bachelor's degree in Engineering, Computer Science, or related field (MBA preferred).
• 8–12 years of experience in IT Operations, Service Delivery, or Technology Support.
• Proven experience managing Service Desk, AV, or Cellular Operations teams.
• Strong understanding of ITIL processes and service management frameworks.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience working with enterprise clients (Google or similar tech environments preferred).