Lead Service Desk Supervisor

USAA
San Antonio, Phoenix
Workplace: HybridFull timeUSD 114,080 - 218,030 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Mentoring","Analytical problem-solving","Stakeholder management"]

Provide frontline leadership and operational oversight for the IT Service Desk, ensuring effective support delivery, rapid issue identification, and timely resolution. Serve as the main conduit between IT delivery teams and business stakeholders, supporting onboarding and enhancement of systems and applications. Coach and mentor team members, monitor ITSM performance in ServiceNow, manage incidents and escalations, and drive process improvement using ITIL frameworks, SLA/OLA, and disciplined reporting.

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FursaFursa
USAA
USAA
2 days ago

Lead Service Desk Supervisor

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Last checked: 3 hours agoStatus: Live

Job Summary

Provide frontline leadership and operational oversight for the IT Service Desk, ensuring effective support delivery, rapid issue identification, and timely resolution. Serve as the main conduit between IT delivery teams and business stakeholders, supporting onboarding and enhancement of systems and applications. Coach and mentor team members, monitor ITSM performance in ServiceNow, manage incidents and escalations, and drive process improvement using ITIL frameworks, SLA/OLA, and disciplined reporting.
Location: San Antonio, Phoenix
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead IT Service Desk operations to ensure effective support delivery, rapid issue identification, and timely resolution of service-impacting concerns.
  • •Act as primary liaison between IT delivery functions and business stakeholders for technical requirements and service delivery.
  • •Deliver coaching, mentoring, and just-in-time training through quality reviews and observation.
  • •Collaborate with IT architects on road maps and upgrade strategies, and perform high-level analyses for projects.
  • •Monitor performance and manage incidents/escalations, ensuring risks are identified and controlled according to risk and compliance policies.

Pay and Benefits

Salary: USD 114,080 - 218,030 annually
Perks:Health InsuranceDentalVision401kPensionLife InsurancePaid LeaveParental BenefitsAdoption AssistanceWellness Stipend

Key Requirements

  • •Bachelor's degree; or 4 years of relevant education and/or experience.
  • •Proven experience leading frontline IT Service Desk/help desk/technical support teams with daily operations, queue performance, and service restoration/escalations.
  • •Expertise using ITSM platforms such as ServiceNow for incident, request, and workflow management, reporting, and operational performance monitoring.
  • •Experience gathering and translating operational requirements into process/workflow/technology improvements with strong analytical and facilitation skills.
  • •Working knowledge of Agile, Waterfall, or other solution delivery methodologies and experience resolving production issues and defects within SLA/OLA and ITIL frameworks.
Experience:4+ yearsIT service deskIT operationsContact centerITIL
Education:Bachelor's
Skills:LeadershipCoachingMentoringAnalytical problem-solvingStakeholder management
Certifications:ITIL 4 FoundationHDI Support Center Team LeadHDI SupervisorAgileScrum
Tech Stack:ServiceNowITSMITILAgileWaterfallScrum

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn