Service Desk Manager III, Program Management - Continuous Improvement, OTS Global Service Desk - Strategy COE

Benefits

Parental leave

6 weeks From the posting source checked Jun 20, 2026

Non-birth-parent leave

6 weeks From the posting source checked Jun 20, 2026

Family-building benefits

• Fertility benefits: Offered From the posting source checked Jun 20, 2026
• Adoption assistance: Offered From the posting source checked Jun 20, 2026
• Surrogacy assistance: Offered From the posting source checked Jun 20, 2026

Mental health support

Offered From the posting source checked Jun 20, 2026

Relocation assistance

Not verified

Childcare support

Offered From the posting source checked Jun 20, 2026

Learning budget

Not verified

Verification

Source-linked checked Jun 7, 2026

Salary

$114K-$160K From the posting source checked Jun 20, 2026

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$61,842 U.S. median for this role

Projected growth (BLS Employment Projections)

+1.9% - Slower

122% above the BLS role benchmark for operations aggregate.

Matched to SOC 11-1021 - Operations aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Operations From the posting source checked Jun 20, 2026

Seniority

Mid From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Service Desk Manager III, Program Management - Continuous Improvement, OTS Global Service Desk - Strategy COE Nashville, Tennessee, USA Build the future of Service Desk operations by leading the team that transforms strategic vision into measurable results. You'll manage Program Managers and IT engineers delivering program entitlements through AI Enablement, Defect Elimination, and Continual Improvement programs that position Service Desk as the AI center of excellence that customers trust. This role solves the critical gap between strategic program design and operational execution. You'll establish governance frameworks, career pathways, and delivery predictability across concurrent initiatives including CSAT improvement, MTTR reduction, and Knowledge Management transformation. Your team will improve the customer experience and recover headcount capacity through AI-powered solutions. They will also maintain 100% SLA compliance and capacity requirements against demand. You'll work directly with OTS partner teams, cross-functional stakeholders, and operational customers who depend on Service Desk for speed and accuracy. This is your opportunity to build program team with technical capability functions from scratch, develop career pathways, and establish the methods and mechanisms that bring structure to operational complexity. You'll coach your team through ambiguous decisions, unblock critical dependencies, and occasionally jump into delivery gaps to protect customer satisfaction and program milestones. What sets this role apart: You're not inheriting a mature function because you're building it. You'll define how Service Desk delivers strategic programs at scale, establish the technical programming proactively, and position your team as the go-to experts for AI enablement and continuous improvement. Your success directly enables

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