Service Desk Performance Manager

Service Desk Performance Manager

Service Performance | Operational Excellence | Customer Experience | Continuous Improvement

Position Summary

The Service Desk Campaign Manager is responsible for the overall operational health, service quality, customer satisfaction, and continuous improvement of one or more managed service desk campaigns. This role serves as the operational owner of campaign performance by analyzing trends, monitoring SLA attainment, driving quality initiatives, improving customer experience, and partnering with Service Desk Managers to ensure consistent, high-performing service delivery.

While Service Desk Managers are responsible for people leadership, staffing, scheduling, and coaching, the Campaign Manager is accountable for the operational performance of the campaign through analytics, governance, quality oversight, and continuous service improvement.

Key Responsibilities

Campaign Performance & Operational Governance

·         Own the operational performance of assigned service desk campaigns.

·         Monitor SLA, KPI, backlog, aging tickets, queue health, escalation trends, and workload distribution.

·         Identify operational risks before they impact customer experience or contractual performance.

·         Partner with Service Desk Managers to execute corrective action plans.

Performance Analytics & Trend Analysis

·         Develop recurring executive dashboards, scorecards, and operational reports.

·         Analyze incident, request, escalation, and volume trends.

·         Perform root cause analysis and identify recurring operational issues.

·         Present actionable insights to leadership.

Quality Assurance & Knowledge Management

·         Lead ticket quality and process compliance reviews.

·         Review call quality findings and documentation standards.

·         Identify knowledge gaps and improve knowledge article effectiveness.

·         Partner with QA and Training to improve agent performance.

Customer Experience

·         Own CSAT performance analysis and customer feedback trends.

·         Investigate recurring customer concerns and recommend improvements.

·         Support operational reviews and executive business reviews with performance insights.

Agent Performance Scorecards

·         Develop and validate productivity, SLA, FCR, quality, and utilization scorecards.

·         Identify coaching opportunities through operational data.

·         Support incentive and performance review metrics.

Continuous Service Improvement

·         Drive continual improvement initiatives using ITIL principles.

·         Recommend workflow automation and reporting enhancements.

·         Reduce repeat incidents, escalations, and ticket reopens.

Client Partnership

·         Participate in client operational meetings and quarterly business reviews.

·         Explain trends, risks, service improvements, and action plans.

·         Serve as the operational liaison supporting Service Delivery leadership.

Tools & Reporting

·         Leverage ServiceNow or similar ITSM tools for reporting and analytics.

·         Maintain standardized dashboards, reporting definitions, and documentation.

·         Improve reporting automation and data accuracy.

Scope

·         No direct HR or personnel management responsibilities.

·         Operational ownership of campaign performance and service health.

·         Works closely with Service Desk Managers, QA, Training, Operations, and Client Success teams.

·         Supports multiple concurrent managed service campaigns.

Success Measures

·         Consistent SLA attainment

·         Improved CSAT and customer experience

·         Reduction in repeat incidents and escalations

·         Higher ticket quality and knowledge utilization

·         Operational efficiencies through trend analysis and process improvement

·         Accurate executive reporting and campaign visibility

Qualifications

Required

·         5 years of experience in IT Service Desk, Service Delivery, MSP Operations, or Service Management.

·         Experience in multi-client Managed Services environments.

·         Strong knowledge of SLA, KPI, CSAT, quality assurance, and operational reporting.

·         Experience conducting trend analysis, root cause analysis, and service improvement initiatives.

·         Strong analytical, presentation, and communication skills.

·         Advanced Excel and reporting/dashboard experience.

Preferred

·         ServiceNow or comparable ITSM platform experience.

·         ITIL Foundation (ITIL 4 preferred).

·         Experience leading operational reviews with enterprise customers.

·         Experience developing agent scorecards and quality programs.

Reports To

Vice President, Service Desk

Partners With

Service Desk Managers, QA, Training, Client Success, Operations Leadership, Knowledge Management, and Continuous Improvement teams.

Location

Remote

Position Type

Full-Time | Exempt

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