Hybrid IT Service Desk Manager — Lead & Elevate Support

RBFCU Insurance Agency LLC; Texas; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Randolph-Brooks Federal Credit Union is seeking an experienced IT Service Desk Manager to lead our IT Service Desk team in a hybrid work model with training at Live Oak, TX. You will oversee daily operations, incident lifecycle, and performance metrics, driving customer satisfaction and service delivery.

Requires a Bachelor's in CS/IT, 5+ years in ITSM with leadership, and experience with ServiceNow and Jira Service Management. Certifications such as ITIL Foundation are preferred.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a closely related field.
• Minimum 5 years of experience in IT service management, including leadership roles.
• Proven track record managing a service desk or IT support team in high-volume environments.
• Experience with ITSM tools ServiceNow and Jira Service Management.
• Demonstrated process improvement and service delivery optimization in IT support.
• Crisis management experience and ability to stay calm under pressure.

Responsibilities

• Oversee day-to-day service desk operations to meet KPIs and customer satisfaction.
• Monitor incident and service request lifecycle from report to resolution.
• Serve as primary escalation point for major issues and stakeholders.
• Lead, mentor, and develop the service desk staff.
• Participate in disaster recovery planning and testing.
• Identify opportunities to improve service desk processes and workflows.
• Develop regular performance reports and use data to drive decisions.
• Ensure ITIL and other standards are documented and audited.

Skills

Leadership

Communication

Analytical thinking

Multitasking

Crisis management

Organization

Conflict management

Education

Bachelor's degree in CS/IT or related field

Tools

ServiceNow

Jira Service Management

Job description

Randolph-Brooks Federal Credit Union is seeking an experienced IT Service Desk Manager to lead our IT Service Desk team in a hybrid work model with training at Live Oak, TX. You will oversee daily operations, incident lifecycle, and performance metrics, driving customer satisfaction and service delivery.

Requires a Bachelor's in CS/IT, 5+ years in ITSM with leadership, and experience with ServiceNow and Jira Service Management. Certifications such as ITIL Foundation are preferred.