Amazon
Service Desk Manager III, Program Management - Continuous Improvement, OTS Global Service Desk - Strategy COE
$114K–$172K
Austin, TX +2 · Manager · Full-time · Posted Jun 11, 2026
- Location
- Austin, TX
Nashville, TN
Bellevue, WA - Experience
- 5+ years in each of the listed cross-functional collaboration, team management, cross-functional project delivery, and program or project management areas.
About the job
Leads a newly built team delivering and governing global Service Desk programs focused on AI enablement, continuous improvement, and operational performance.
What you'll do
- Manage and develop Program Managers and IT engineers, establishing team capabilities, career pathways, and delivery standards.
- Lead concurrent strategic programs, coordinating cross-functional dependencies and governing scope, milestones, risks, budget, and quality.
- Improve Service Desk operations through AI enablement, defect elimination, customer satisfaction, capacity planning, and SLA and MTTR outcomes.
What they ask for
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience; experience defining program requirements and using data and metrics to determine improvements
Nice to have
- Knowledge of SQL
- PMP certificate; MBA
Pay
114,500.00 - 160,000.00 USD annually (base salary); 127,200.00 - 172,100.00 USD annually (base salary)
Tools
SQL
AI focus
Lead AI Enablement programs and position Service Desk as an AI center of excellence, using AI-powered solutions to improve customer experience and recover headcount capacity.
Model-written summary · the original posting is authoritative