IT Service Desk Leader: Drive KPIs, Excellence & Team Growth

Randolph-Brooks Federal Credit Union; San Antonio (TX); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

401(k) with matching incentives — up.

Competitive pay

Medical, vision and dental benefits

Tuition reimbursement

Life insurance

Flexible Spending (FSA/HSA) and Dep. C

Paid time off

Parental leave

Wellness program

Job summary

Randolph-Brooks Federal Credit Union in San Antonio, TX, is seeking a Service Desk Manager to oversee daily operations, meet KPI targets, and ensure exceptional customer service. You will lead escalation handling and collaborate with stakeholders to resolve complex issues.

You will mentor the service desk team, design training programs, and participate in disaster recovery planning while driving continuous process improvements and accurate performance reporting.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5+ years in IT service management with leadership experience.
• Experience leading a service desk in high-volume, complex environments.
• Proficient with ITSM tools like ServiceNow and Jira Service Management.
• Strong process improvement and customer-satisfaction focus.
• Crisis management capability under pressure.

Responsibilities

• Oversee daily service desk operations to meet KPIs and customer satisfaction goals.
• Manage incident and service request life cycles from report to resolution.
• Serve as primary escalation contact and coordinate with stakeholders.
• Lead and mentor service desk team and coordinate training.
• Participate in disaster recovery planning and testing.
• Identify and implement process improvements for efficiency.

Skills

Leadership

IT systems

Analytical skills

Communication

Customer service

Conflict management

Multitasking

Stress management

Organizational skills

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Jira Service Management

Ticketing systems

Job description

Randolph-Brooks Federal Credit Union in San Antonio, TX, is seeking a Service Desk Manager to oversee daily operations, meet KPI targets, and ensure exceptional customer service. You will lead escalation handling and collaborate with stakeholders to resolve complex issues.

You will mentor the service desk team, design training programs, and participate in disaster recovery planning while driving continuous process improvements and accurate performance reporting.