IT Service Desk & SLA Operations Manager

Location: Foster City, California, United States; hybrid

Base salary: $167,000–$201,000 per year, plus potential RSUs, Zoox Stock Appreciation Rights, and sign-on bonus.

Company

Zoox is developing a fully autonomous vehicle fleet and the supporting ecosystem for mobility-as-a-service in urban environments, combining robotics, machine learning, and design.

What you will do

• Own IT support tickets end to end, from intake and triage through resolution, documentation, root-cause identification, and closure.
• Monitor queues, assign incidents and service requests across support tiers, and escalate aging, stuck, and high-priority tickets.
• Identify bottlenecks and redesign ticketing, escalation, self-service, and cross-team workflows to reduce operational waste.
• Monitor SLAs including first response time, MTTR, first-contact resolution, and CSAT.
• Build and maintain real-time operational dashboards and weekly or monthly executive reports.
• Coordinate internal teams and external vendors, manage customer feedback, and feed incident trends into Problem Management.

Requirements

• 3–5+ years of experience in ITSM, IT Operations, or Service Desk leadership.
• Experience with end-to-end ticket management and lean process optimization.
• Advanced proficiency with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, or Freshservice.
• Strong analytics and business intelligence skills using Power BI, Tableau, Excel, or Google Sheets.
• Ownership mindset, analytical problem-solving ability, and strong written and verbal communication.

Nice to have

• ITIL v3 or v4 Foundation certification.
• Experience simplifying complex technical workflows under tight SLA timelines.

Culture & Benefits

• Lean, execution-oriented approach focused on simplifying processes and eliminating waste.
• Paid time off including sick leave, vacation, and bereavement leave.
• Health, long-term care, short-term and long-term disability, and life insurance.
• Zoox Stock Appreciation Rights and Amazon Restricted Stock Units.