Service Desk Program Manager

Santa Claraonsitemanager$98K – $155K

Posted 6 days ago · via Workday

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About this role

POSITION OVERVIEW The Service Desk Program Manager designs the T0/T1 service desk model for a strategic enterprise technology client's RMA environment. This individual defines the coverage model, contact scope, routing logic, staffing requirements, and AI-assisted triage configuration that will govern first-touch case handling across the client's enterprise customer base. The Service Desk PM is expected to make evidence-based decisions on coverage architecture — including the 8/5, 22/5 Follow-the-Sun, and 24/7 model tradeoffs — and to configure the SmartQueue routing logic that enables T0 automated triage and T1-to-T2 escalation.…

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reqspace match rubric

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Skills match

For this role: salesforce

Level fit

This role is manager-level. We check your trajectory against it.

Domain experience

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Recency

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Location fit

This role is based in Santa Clara. We weight your proximity and willingness to relocate.

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