Lunavi

Manager

• Responsible for the operational performance of the 24x7 Service Desk
• Ensure efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support
• Partner with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution
• Provide daily leadership and direction for the Service Desk operations
• Manage staffing, scheduling, and workload distribution across all shifts
• Own overall queue health, including unassigned tickets and ticket backlog
• Develop and maintain runbooks, workflows, and documentation

Service Desk Manager