Operations Services Manager

Job Posting Title

Operations Services Manager

Agency

090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV

Supervisory Organization

IS-CS

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Job Description

As an Operations Services Manager with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job Details

• This is a full-time, 40-hour per week position, to include on-call support of supervisors and team as needed.
• Support the Information Services Division
• Salary up to: $90,000 based on education and experience
• Position is on-site in Oklahoma City, OK

Position Summary

This position is responsible for the operational management of the service desk and the ServiceNow platform administrative team. This role ensures effective service delivery, strong operational performance, staff development, service quality and continuous improvement across service operations and ServiceNow processes. This position partners closely with technical teams and business stakeholders to support efficient, reliable end-user services.

Position Responsibilities

• Oversee daily service desk operations and ServiceNow platform administration, ensuring consistent service delivery.
• Provide direct leadership to service desk supervisors and ServiceNow team, as well as indirect oversight to frontline service desk staff.
• Coach and develop service desk supervisors and ServiceNow team to foster high performance, strong customer service, and continuous improvement, while developing the teams professionally.
• Implement staffing plans, scheduling, and resource allocations to support operational needs.
• Ensure consistent adherence to documented processes, SLAs, KPIs and compliance requirements.
• Oversee service quality, escalated issue resolution, queue management, and workflow efficiency across the teams.
• Track performance data, such as ticket volume, response/resolution time, customer satisfaction, quality review results.
• Identify trends, recommend improvements and execute approved changes to processes, workflows and tooling.
• Support operational readiness for new technologies, services and changes introduced into the environment.
• Manage the ServiceNow administration team responsible for platform configurations, workflows, enhancements, integrations and maintenance.
• Prioritize ServiceNow development and support activities in alignment with operational needs and leadership direction.
• Maintain platform documentation, standards and knowledgebase updates related to ServiceNow.
• Ensure ServiceNow changes follow governance, testing and change-control practices.
• Partner with cross-functional teams to resolve complex issues, implement improvements and support automation initiatives.
• Support adoption of new workflows, knowledge articles and self-service capabilities.
• Serve as an operational liaison between the teams, technical teams and business stakeholders.
• Participate in recruiting, selecting, onboarding and training staff across assigned Workplace Service functions.
• Escalate strategic, cross-department, or high-impact concerns.
• Develop team capabilities through coaching, mentoring and skill-building programs.
• Support talent development and succession planning.

Physical Demands and Work Environment

• Office-based work involving extensive computer and phone use.
• Requires long periods of sitting, up to eight hours a day.
• Work environment is generally quiet, occasional travel may be required.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Business or related field OR equivalent mix of education and professional experience.
• 3+ years of experience in IT service delivery, enterprise support or operations management.
• 2+ years of direct experience supervising a technical team or service desk.

Preference will be given to candidates who possess

• Experience working closely with ServiceNow (or similar enterprise ITSM tool).
• Practical knowledge of ITSM framework, such as ITIL to manage full-service lifecycle and adherence to SLA’s.
• Proven ability to coach technical staff while fostering a customer-focused, high-performance culture.
• Skilled at analyzing operational performance data and ticket trends to identify and execute improvements.
• Experienced liaison skills to effectively engage with business stakeholders and coordinate across technical teams.

About OMES

The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners’ goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.

If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:

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