Lead daily operations for virtual workspace services, ensuring stable execution of monitoring, alert response, and ticket queues
Own operational execution for high-volume requests and support work, including provisioning workflows and manual remediation when automation fails
Serve as the operational leader for escalations, coordinating triage and restoration across internal teams and vendor resources; drive disciplined updates and stakeholder communications through incident lifecycle
Manage the staff augmentation partner relationship delivering offshore operations support: staffing/coverage, quality, adherence to process, service review cadence, KPIs, and corrective actions
Coordinate operational readiness and execution for platform changes and maintenance activities; ensure schedule adherence and operational follow-through
Deliver daily/weekly operational reporting with trends, escalations, backlog, and improvement actions; run regular service reviews with stakeholders and vendor leadership
Leverage AI-powered operational capabilities within ServiceNow operations tooling (including AIOps-focused dashboards/features) to improve alert triage efficiency, correlation, and operational decision-making

Requirements

5+ years of experience leading technology operations teams in a 24x7 high-availability environment with strong incident, problem, and change discipline
3+ years of experience with Virtual Workspace platforms and technologies in either an engineering or operational context
3+ years of experience in ITSM-based queue execution and operational reporting for incidents/requests/changes
Proven ability to manage a distributed/offshore delivery model and drive consistent outcomes through operational governance
Strong written and verbal communication skills for operational updates, escalation leadership, vendor service reviews, and stakeholder reporting

Benefits

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementproblem managementchange managementoperational reportingqueue executionAI-powered operationsServiceNowAIOpsvirtual workspace technologiesstaff augmentation

Soft Skills

leadershipcommunicationstakeholder managementoperational governanceescalation managementteam coordinationprocess adherencequality managementanalytical thinkingproblem-solving