Service Desk Program Manager

JOB DESCRIPTION

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.