Hybrid IT Service Desk Manager

Randolph-Brooks Federal Credit Union; United States; Hybrid; USD 85.000 - 120.000; Vollzeit

Zusammenfassung

Randolph-Brooks Federal Credit Union is seeking an experienced IT Service Desk Manager to lead and optimize the service desk team. The role supports a hybrid schedule (remote/onsite) after a training period at RBFCU's Administrative Service Center in Live Oak, Texas, with home-office readiness requirements.

The Manager will oversee incident resolution, manage Level 1 & 2 support, monitor KPIs, and report to senior management on performance and improvement initiatives.

Qualifikationen

• Bachelor's degree in Computer Science, Information Technology, or a closely related field.
• Minimum 5 years IT service management experience, with at least 5 years in a leadership role.
• Proven track record managing a service desk or IT support team in high-volume environments.
• Experience with ITSM tools such as ServiceNow and Jira Service Management.
• Strong process improvement and focus on customer satisfaction.
• Crisis management experience and calm decision-making under pressure.

Aufgaben

• Oversee the day-to-day service desk operations to meet KPIs and customer satisfaction.
• Manage the incident lifecycle from report to resolution with timely updates to stakeholders.
• Serve as primary escalation contact and coordinate with internal and external teams.
• Lead, mentor, and develop the service desk staff and training programs.
• Participate in disaster recovery planning and regular testing of procedures.
• Develop reports with trends, root cause analysis, and improvement recommendations.
• Ensure ITIL-aligned processes are documented, audited, and continually improved.

Kenntnisse

Leadership

ITSM

Stakeholder mgmt

ITIL

Incident mgmt

ServiceNow

Jira Service Mgmt

Customer service

Ausbildung

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Jira Service Management

Jobbeschreibung

Randolph-Brooks Federal Credit Union is seeking an experienced IT Service Desk Manager to lead and optimize the service desk team. The role supports a hybrid schedule (remote/onsite) after a training period at RBFCU's Administrative Service Center in Live Oak, Texas, with home-office readiness requirements.

The Manager will oversee incident resolution, manage Level 1 & 2 support, monitor KPIs, and report to senior management on performance and improvement initiatives.