IT Service Desk Deputy Operations Manager

Job Title :

• IT Service Desk Deputy Operations Manager Company :   Virtual Technologies Group (VTG)   Position Availability : Evergreen, Anticipated January 2026 Location : Manchester, NH (Local Surrounding Area) Department : Help Desk Operations Position Type :   Full-Time, Part Time Employee Type : FTE, Hourly Compensation Range :   $95,000 - $110,000 Company Overview :   Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions.
• Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity.
• With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries.
• Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible.
• At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.
• The IT Service Desk Deputy Operations Manager works directly under the Operations Manager, serving as the critical day-to-day leader responsible for ensuring the Service Desk operates efficiently and reliably.
• This role is focused on tactical execution, performance management, process governance, and acting as the primary point of escalation and decision-making in the absence of the Operations Manager.
• The Deputy Manager is key to translating strategic goals into daily operational success for the Service provided to the higher education university community.
• Daily Operations and Performance Management Oversee the Service Desk's daily operational rhythm, ensuring seamless service delivery across all shifts and contact channels (call, chat, email, ticketing).
• Closely monitor real-time performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), implementing immediate tactical adjustments to maintain service standards.
• Act as the central point of contact for all major and high-priority incidents, coordinating the resolution efforts and ensuring clear, timely communication to the Operations Manager and relevant stakeholders.
• Lead the Service Desk's quality assurance program, including monitoring quality scores, analyzing performance data, and driving targeted coaching and training initiatives.
• Prepare daily, weekly, and monthly operational reports, highlighting performance trends, potential risks, and areas for improvement for review with the Operations Manager.
• Process Governance and Improvement Enforce adherence to established IT Service Management (ITSM) processes, standards, and documentation, with a strong focus on Incident, Knowledge, and Problem Management.
• Work with Team Leads to audit and refine operational procedures to maximize efficiency and analyst effectiveness.
• Manage and maintain the Service Desk's Knowledge Base, ensuring content is current, accurate, and easily accessible to all analysts.
• Drive continuous service improvement initiatives at the tactical level, focusing on reducing repeat issues and improving First Contact Resolution (FCR) rates.
• Team Support and Development Provide direct operational support and mentorship to the Team Leads, assisting them with complex personnel issues, performance coaching, and workflow management.
• Assist the Operations Manager with workforce management, scheduling optimization, capacity planning, and resource forecasting.
• Deputize for the Operations Manager as needed, including leading internal meetings and engaging with the higher education university client team on operational matters.
• Required Qualifications Bachelor's degree in a technical or business discipline, or equivalent practical experience.
• Minimum of 4+ years of experience in an IT Service Desk environment, with at least 2 years in a leadership, supervisory, or management capacity.
• ITIL Foundation Certification required; ITIL Intermediate or higher certification strongly preferred.
• Demonstrated ability to manage and resolve complex technical and operational escalations.

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