Service Desk Program Manager

POSITION OVERVIEW

The Service Desk Program Manager designs the T0/T1 service desk model for a strategic enterprise technology client's RMA environment. This individual defines the coverage model, contact scope, routing logic, staffing requirements, and AI-assisted triage configuration that will govern first-touch case handling across the client's enterprise customer base. The Service Desk PM is expected to make evidence-based decisions on coverage architecture — including the 8/5, 22/5 Follow-the-Sun, and 24/7 model tradeoffs — and to configure the SmartQueue routing logic that enables T0 automated triage and T1-to-T2 escalation.

KEY RESPONSIBILITIES

• Define the T1 service desk scope: determine whether T1 covers external enterprise customers, internal operations, or both; document the headcount and cost implications of each scope decision.
• Document current T1 intake workflows: contact channels (portal, phone, email), first-response templates, entitlement validation procedures, and escalation triggers.
• Map the T1-to-T2 handoff protocol: information transferred at escalation, SLA clock status, and Business Critical vs. standard escalation path.
• Analyze available contact volume data to size the T1 requirement; develop an AHT-based volume model where historical data is unavailable.
• Define SmartQueue routing logic for T0 automated triage: Business Critical routing rules (immediate escalation, no queue), High SLA routing rules, and standard queue management; provide routing specifications to the FDE for AI OpsHub configuration.
• Recommend the coverage model (Model A: 8/5, Model B: 22/5 Follow-the-Sun, or Model C: 24/7); document the coverage model decision with supporting volume rationale.
• Define T1 agent competency requirements: product knowledge, entitlement validation training, portal access requirements, and specialized service handling procedures.
• Design the T1 Service Desk configuration section of the AI OpsHub Configuration Blueprint: Agent-Assist templates for common T1 response types, SmartQueue routing rules, and T1-to-T2 handoff workflow.
• Produce T1 staffing model inputs for the Staffing Recommendation Report: recommended FTE by coverage model, T0 deflection rate assumptions, and AHT benchmarks by contact type.
• Post Day 90, transition from service desk design to service desk launch; own T1 team onboarding when the Service Desk Change Order is activated; manage the T1 training program and routing rule governance.

REQUIRED QUALIFICATIONS

• 8+ years of experience in service desk management, ITSM operations, or managed helpdesk program delivery.
• Demonstrated experience designing and sizing T1 service desk models for enterprise technology clients, including coverage model analysis and AHT-based staffing models.
• Strong working knowledge of SmartQueue or equivalent intelligent routing and triage configuration.
• Experience with AI-assisted agent support tooling (Agent-Assist, AI-drafted communications, automated triage).
• Proficiency with service desk escalation path design and SLA management frameworks.
• Ability to produce detailed process documentation, coverage model rationale, and staffing recommendation reports.
• Experience working within or adjacent to hardware warranty, RMA, or enterprise support environments.
• Bachelor's degree in Business, Operations, Information Systems, or a related field; or equivalent professional experience.

PREFERRED QUALIFICATIONS

• Experience configuring or managing service desks within AI OpsHub, ServiceNow, Salesforce Service Cloud, or similar platforms.
• Background in 22/5 Follow-the-Sun or 24/7 coverage model operations across multiple geographic regions.
• Familiarity with PAK ID entitlement validation workflows and Business Critical SLA escalation handling.
• Experience building T1 agent training programs for complex, entitlement-based support environments.
• ITIL Foundation certification or equivalent service management credential.

Salary Range

$98,040.00 - $154,800.00 USD (Salary)

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through UHC

• Nationwide Vision provided by UHC

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program provided by Goomi Group

• Employee Assistance Program

• Wellness Days

  401k Plan

• Basic and Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law