Senior Manager-IT Service Desk

USAA
San Antonio, Phoenix
Workplace: OnsiteFull timeUSD 127,310 - 243,340 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Coaching","Risk awareness"]

Lead enterprise Service Desk operations within an ITIL-aligned ITSM framework, delivering exceptional employee technology support across all channels. Own Service Desk strategy, workforce performance, service quality, escalation management, and continual service improvement. Partner with Incident Management and the Availability Command Center to drive rapid issue resolution and strong operational performance. Manage KPIs such as FCR, SLAs, satisfaction, backlog, and service quality—using ServiceNow to manage incidents, requests, and knowledge.

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FursaFursa
USAA
USAA
2 days ago

Senior Manager-IT Service Desk

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead enterprise Service Desk operations within an ITIL-aligned ITSM framework, delivering exceptional employee technology support across all channels. Own Service Desk strategy, workforce performance, service quality, escalation management, and continual service improvement. Partner with Incident Management and the Availability Command Center to drive rapid issue resolution and strong operational performance. Manage KPIs such as FCR, SLAs, satisfaction, backlog, and service quality—using ServiceNow to manage incidents, requests, and knowledge.
Location: San Antonio, Phoenix
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Develop, maintain, test, and monitor an internal control environment with preventative and detective controls to manage risks.
  • •Build and oversee a team for assigned technology support functions through recruiting, coaching, retention, performance management, and managerial activities.
  • •Provide leadership for development, design, and optimization of technology support functions aligned to business and technical processes.
  • •Track and inform metrics for technology support capabilities and/or processes, including KPIs and KRIs, and manage performance against operational targets.
  • •Manage vendors and unit expenses, including forecasting and leveraging relationships with 3rd party vendors to achieve technology support objectives.

Pay and Benefits

Salary: USD 127,310 - 243,340 annually
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental BenefitsAdoption AssistancePaid Leave

Key Requirements

  • •Bachelor's degree; or 4 years of relevant education and/or experience.
  • •8+ years in a technology function (Software Development/Engineering or Infrastructure) and 3 years leading in a team lead or management capacity.
  • •Lead IT Service Desk, Help Desk, Contact Center, or Technical Support operations and develop/executing service desk strategies to improve service quality and reliability.
  • •Drive a culture of quality and accountability, coaching teams and managing frontline support, supervisors, service delivery performance, and workforce planning.
  • •Manage ITSM operational KPIs (FCR, SLAs, satisfaction, backlog, service quality) using ServiceNow for incident, request, knowledge, and service performance management.
Experience:TechnologyIT service managementIT operationsService Desk
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementCoachingRisk awareness
Certifications:ITIL 4 FoundationITIL 4 Managing ProfessionalHDIPMPAgileScrum
Tech Stack:ITILITSMServiceNowIncident managementRequest managementKnowledge managementKCSKPIsSLAsOLAs

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