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Zoox is seeking an IT Service Desk & SLA Operations Manager to lead end-to-end ticket lifecycle management and drive operational excellence across the service desk function. In this role, you will own ticket resolution from intake through closure, ensuring quality documentation, root-cause identification, and user confirmation before closure. You'll monitor and triage incoming incidents and service requests across multi-tiered support teams, manage escalations proactively to prevent SLA breaches, and identify aging or high-priority tickets that require cross-organizational intervention.
A core focus is process optimization and friction elimination. You will continuously audit ticket lifecycles, intake workflows, and escalation paths to identify bottlenecks and inefficiencies. You'll design and implement streamlined, intuitive ticketing processes and self-service channels that reduce friction for both users and technicians. Working collaboratively across IT and business departments, you'll re-engineer flawed processes, eliminate unnecessary handoffs, and champion lean service desk practices through automation and standardization.
You will establish and enforce SLA compliance across First Response Time, Mean Time to Resolution (MTTR), First Contact Resolution (FCR), and Customer Satisfaction (CSAT). You'll design real-time operational dashboards and executive reporting packs using ITSM tools such as ServiceNow, Jira Service Management, or Zendesk. Trend analysis of incident data will feed insights into Problem Management to address recurring technical issues and capacity bottlenecks.
Process governance is essential: you'll standardize incident management processes, escalation pathways, and ticket categorization using ITIL and lean principles. You'll hold internal technical teams and external IT vendors accountable to contractual targets while streamlining joint workflows. You'll also manage the CSAT survey process, follow up on negative feedback, and implement actionable improvements based on user input.
Required: 3–5+ years in ITSM, IT Operations, or Service Desk leadership with demonstrated ticket management and lean process optimization experience. You must have an unwavering ownership mentality, advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice), and deep expertise in analytics/BI tools (Power BI, Tableau, advanced Excel/Google Sheets). Bonus qualifications include ITIL v3/v4 Foundation certification, excellent communication, and proven ability to simplify complex technical workflows under tight SLA timelines.
