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Job Type: Service Desk Manager

Location: Denver-DTC Headquarters, CO

Service Operations Manager

Shane Co. is seeking a Service Operations Manager to join its IT operations team in Centennial, CO. The IT group has undergone a recent transformation and the IT leadership is looking for a services driven manager to support application integration, network infrastructure design and managing successful delivery of key technology projects. To meet this goal, we are looking for an energetic, innovative and flexible individual who has a solid background in services management and collaborative execution. The candidate must be prepared to roll their sleeves up and take on multiple challenges in addition to making an impact by thinking differently, introducing innovation and managing change.​

The Service Operations Manager position will report directly to the VP of Infrastructure solutions and will manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved and will ensure that customer expectations are met or exceeded. Responsible for performance objectives, meeting defined metrics/benchmarks, and instilling or maintaining standards and processes that drive effective customer service and meet requirements. This will be a global supporting role and require interaction with teams outside the US on a frequent basis.

Key Responsibilities (% of Time)

    1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (20%)
    2. Train, coach and mentor Service Desk Specialists (Level 1 / 2) on ITIL standards including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)
    3. Manage projects as required by IT leadership and work with other departments to ensure timely execution. Collaborate and plan strategically to ensure the right process is developed for each project. Should have enough technical knowledge to drive each project and make suggestions as necessary. (20%)
    4. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). (15%)
    5. Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. (15%)
    6. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)

Background and Technical Experience

  • 5 – 8 years of IT services experience including 3 in services management, ideally with medium sized company or with a smaller but innovative technology provider.
  • Demonstrated knowledge and understanding of ticketing systems (preferably ServiceNow) and ITIL methodology.
  • Process modeling, analysis, and performance system design skills.
  • Project management skills, preferably with a recognized certification.
  • Excellent MS Office skills.
  • Technical knowledge capability:
    • Mac and IOS platform
    • Desktop support (Windows/Mac)
    • Network/user administration (router/AD)
    • Store support
      • Hardware
      • Software
      • Network
      • A/V
      • Procurement

Personal Attributes

  • Excellent interpersonal skills, cultural competencies and the ability to lead as well as act as a team player.
  • Initiative and forward thinking skills.
  • Ability to guide and facilitate interaction between functional teams and across regions.
  • Good writing, presentation and customer interaction skills.
  • Domain Expertise
    The successful candidate will have domain expertise in middle and back office services in one or more of the following: Retail, Service and/or Logistics industry
  • The role will be located in Centennial, CO

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What Customers Say About Us
They have a great selection and very prompt service. The warranty and after care can't be beat. I've always been very satisfied with my purchases at Shane Co.  Michael C. - Louisville, KY on
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