IT Service Desk Deputy Operations Manager
Company: Virtual Technologies Group
Location: Hooksett
Posted on: December 30, 2025
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Job Description:
Job Description Job Description Job Title: IT Service Desk
Deputy Operations Manager Company: Virtual Technologies Group (VTG)
Position Availability: Evergreen, Anticipated January 2026
Location: Manchester, NH (Local Surrounding Area) Department: Help
Desk Operations Position Type: Full-Time, Part Time Employee Type:
FTE, Hourly Compensation Range : $95,000 - $110,000 Company
Overview: Virtual Technologies Group is a leading innovator in the
technology sector, specializing in the development and
implementation of advanced virtual solutions. Our mission is to
empower businesses with cutting-edge technology that enhances
efficiency, productivity, and connectivity. With a team of highly
skilled professionals, we deliver customized solutions tailored to
meet the unique needs of our clients across various industries. Our
commitment to excellence, innovation, and customer satisfaction
drives us to continuously push the boundaries of what is possible.
At Virtual Technologies Group, we are dedicated to shaping the
future of technology and making a positive impact on the world. The
IT Service Desk Deputy Operations Manager works directly under the
Operations Manager, serving as the critical day-to-day leader
responsible for ensuring the Service Desk operates efficiently and
reliably. This role is focused on tactical execution, performance
management, process governance, and acting as the primary point of
escalation and decision-making in the absence of the Operations
Manager. The Deputy Manager is key to translating strategic goals
into daily operational success for the Service provided to the
higher education university community. Daily Operations and
Performance Management Oversee the Service Desk's daily operational
rhythm, ensuring seamless service delivery across all shifts and
contact channels (call, chat, email, ticketing). Closely monitor
real-time performance against Service Level Agreements (SLAs) and
Key Performance Indicators (KPIs), implementing immediate tactical
adjustments to maintain service standards. Act as the central point
of contact for all major and high-priority incidents, coordinating
the resolution efforts and ensuring clear, timely communication to
the Operations Manager and relevant stakeholders. Lead the Service
Desk's quality assurance program, including monitoring quality
scores, analyzing performance data, and driving targeted coaching
and training initiatives. Prepare daily, weekly, and monthly
operational reports, highlighting performance trends, potential
risks, and areas for improvement for review with the Operations
Manager. Process Governance and Improvement Enforce adherence to
established IT Service Management (ITSM) processes, standards, and
documentation, with a strong focus on Incident, Knowledge, and
Problem Management. Work with Team Leads to audit and refine
operational procedures to maximize efficiency and analyst
effectiveness. Manage and maintain the Service Desk's Knowledge
Base, ensuring content is current, accurate, and easily accessible
to all analysts. Drive continuous service improvement initiatives
at the tactical level, focusing on reducing repeat issues and
improving First Contact Resolution (FCR) rates. Team Support and
Development Provide direct operational support and mentorship to
the Team Leads, assisting them with complex personnel issues,
performance coaching, and workflow management. Assist the
Operations Manager with workforce management, scheduling
optimization, capacity planning, and resource forecasting. Deputize
for the Operations Manager as needed, including leading internal
meetings and engaging with the higher education university client
team on operational matters. Required Qualifications Bachelor's
degree in a technical or business discipline, or equivalent
practical experience. Minimum of 4 years of experience in an IT
Service Desk environment, with at least 2 years in a leadership,
supervisory, or management capacity. ITIL Foundation Certification
required; ITIL Intermediate or higher certification strongly
preferred. Demonstrated ability to manage and resolve complex
technical and operational escalations. Experience using: Service
Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony
solutions (RingCentral, Five9), Microsoft 365, desktops, laptops,
Windows OS 10 & 11, LogMeIn Rescue. Skills and Competencies
Operational Execution: Exceptional ability to manage and optimize
daily service delivery operations in a fast-paced, high-volume
environment. Process Orientation: Deep understanding of ITIL
principles and proven experience in enforcing process compliance.
Data Analysis: Strong analytical skills with the ability to
leverage ticketing data and metrics to drive operational
decision-making. Communication and Interpersonal Skills: Excellent
ability to communicate clearly and professionally with Team Leads,
analysts, and internal/external stakeholders. Conflict Resolution:
Proven track of record in resolving high-stakes technical incidents
and complex personnel issues calmly and effectively. Why Join Us?
At Virtual Technologies Group we provide more than just IT
solutions—we offer a dynamic environment where you can learn, grow,
and expand your skillset. As a leading managed services,
cybersecurity, and IT consulting firm, we support a diverse range
of customers, giving you the opportunity to tackle unique
challenges and stay ahead in a rapidly evolving industry. Join a
team that values innovation, collaboration, and professional
development. Whether you're looking to sharpen your technical
expertise, work with cutting-edge technology, or make a real
impact, we’re committed to helping you build a rewarding career.
Benefits Overview: VTG offers a comprehensive benefits package to
meet the needs of our employees and their families. Benefits
include medical insurance plans, dental insurance, vision
insurance, health savings accounts (HSA), flexible spending
accounts (FSA), life insurance, short and long-term disability
insurance, paid time off and holidays, and a 401(k) with employer
match. EEO Statement: VTG is an Equal Opportunity Employer. We
celebrate diversity and are committed to creating an inclusive
environment for all employees. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, veteran status, or any other legally protected
status. We believe that diversity strengthens our team and drives
innovation. All employment decisions are based on qualifications,
merit, and business needs. If you require reasonable accommodation
during the application or interview process, please contact
HR@vtgus.com. Powered by JazzHR 7nR7PVx2xn
Keywords: Virtual Technologies Group, Fall River , IT Service Desk Deputy Operations Manager, IT / Software / Systems , Hooksett, Massachusetts
