Zoox is a purpose-built autonomous vehicle designed for riders, not drivers. Learn more about the Zoox robotaxi and the future of ride-hailing. Backed by Lux.
About the role
Process Optimization & Friction Elimination ("Simple Sets You Free")
What they're looking for
- 3–5+ years in IT Service Management (ITSM), IT Operations, or Service Desk leadership roles with demonstrated experience in end-to-end ticket management and lean process optimization
- Unwavering ownership mentality—willing to follow a ticket to the end-of-the-earth to see it resolved
- Strong lean operational mindset focused on process simplification and waste reduction
- Advanced proficiency in ITSM platforms (ServiceNow, Jira Service Desk, BMC Helix, Freshservice, etc.)
- Deep expertise in analytics/BI platforms (Power BI, Tableau, Excel/Google Sheets advanced reporting)
More about this role
The IT Service Desk & SLA Operations Manager is responsible for overseeing the end-to-end lifecycle of all IT support tickets, from initial intake through resolution and closure. This role demands unrelenting ownership: you will follow every ticket on its entire journey to the end-of-the-earth to achieve resolution in a timely and effective manner.
Driven by a "Simple Sets You Free" mindset, this role actively strips away bureaucratic friction, eliminates operational waste, and continuously optimizes IT service management processes to maximize efficiency, speed up ticket resolution, and boost customer satisfaction.
End-to-End Ticket Ownership & Lifecycle Management
- Relentless Resolution Ownership: Personally track and follow tickets on their entire journey to the end-of-the-earth, taking total responsibility until issues are thoroughly, accurately, and effectively resolved.
- Queue Administration & Triage: Monitor, triage, and assign incoming incidents, service requests, and problem tickets across multi-tiered support teams with speed and accuracy. ● Closure & Quality Control: Validate that all tickets are properly documented, root causes are identified, and end-users confirm...
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