IT Service Desk Manager

Randolph-Brooks Federal Credit Union; San Antonio (TX); Sur place; USD 110 000 - 140 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

IT systems

Analytical skills

Communication

Customer service

Conflict management

Multitasking

Stress management

Organizational skills

Formation

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

Outils

ServiceNow

Jira Service Management

Ticketing systems

Description du poste

Essential Functions and Responsibilities:

• Oversee the day-to-day operations of the service desk, ensuring that service levels, key performance indicators (KPIs), and customer satisfaction goals are consistently met or exceeded
• Monitor and manage the life cycle of incidents and service requests, from initial report through resolution, ensuring timely and accurate updates to all stakeholders
• Act as the primary point of contact for escalations and work closely with internal and external stakeholders to resolve issues and maintain strong relationships
• Lead, mentor, and develop the service desk team by fostering a positive work environment and coordinating training programs to ensure they have the necessary skills and knowledge to support evolving technologies and processes, thereby minimizing weaknesses and maximizing strengths identified in performance reviews
• Participate in disaster recovery planning and execution, ensuring that critical IT services can be restored quickly in the event of a disruption, and contribute to regular testing and updates of disaster recovery procedures
• Identify opportunities for improving service desk processes, workflows, and procedures
• Implement changes that enhance efficiency, effectiveness, and customer experience
• Develop and deliver regular performance reports, including trends, root cause analysis, and recommendations for improvement
• Use data to drive decision-making and improve service outcomes
• Ensure all Service Desk processes and procedures are documented, audited, regularly improved, and compliant with ITIL and other relevant industry standards
• Manage call distribution and workload balance to minimize staff overload and reduce callbacks through efficient response management
• Collaborate with the Director-IT Technical Support Services to address and resolve staff communication issues, ensuring end user needs are met, while also monitoring unresolved issues, scheduling critical situation meetings, and communicating with end users and the Director-IT Technical Support Services on specific situations
• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)

Requirements:

• Graduated from an accredited college or university with a Bachelor’s Degree in Computer Science, Information Technology, or a closely related field
• Minimum of 5 years of experience in IT service management or a related field, with at least 5 years in a leadership or supervisory role
• Proven track record of managing a service desk or IT support team, with experience in handling high-volume, complex technical environments
• Experienced with ITSM tools such as ServiceNow and Jira Service Management, and familiar with ticketing systems, service request workflows, and incident management processes
• Demonstrated experience in process improvement and implementing service desk best practices, with a focus on enhancing service delivery and customer satisfaction
• Experience in crisis management and the ability to remain calm and decisive under pressure, especially in high-stakes situations

Skills / Certification / Licensing:

• Strong leadership skills with the ability to motivate and inspire a team, manage performance, and foster professional growth
• Solid understanding of IT systems, infrastructure, and support services, with the ability to guide technical staff in troubleshooting and resolving issues
• Excellent analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues before they escalated
• Superior verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders
• A strong commitment to delivering exceptional customer service and the ability to manage customer expectations effectively
• Strong conflict‑management skills and ability to work well with others
• Exceptional multitasking abilities and focused attention on high‑priority issues
• Effective management in high‑stress environments and coaching staff on stress‑management techniques
• Proven organizational skills with the ability to plan, coordinate, lead, and prioritize tasks independently while managing multiple responsibilities
• Certifications such as ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA), or equivalent are a must

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Careers at RBFCU

Established in 1952, Randolph-Brooks Federal Credit Union is a full-service financial cooperative whose mission is to improve members’ economic well-being and quality of life. With assets exceeding $19.6 billion, RBFCU serves more than 1.1 million members at branches throughout Texas and Oklahoma, and online at rbfcu.org and the RBFCU Mobile® app. Recognized for financial stability, our credit union has consistently received the highest ratings of “Five Star” and “Superior” from respected organizations that evaluate financial institutions in the United States. We’re frequently recognized as one of the best workplaces on a local and national level.

Benefits

• 401(k) with matching incentives — up to 10 percent
• Competitive pay
• Medical, vision and dental benefits available to employees and their families from the first day of employment
• Tuition reimbursement plans
• Life insurance
• Pharmacy discount programs
• Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
• Paid time off
• Parental leave
• Company‑paid benefits include: Long‑term disability Basic life insurance Wellness program Credit‑monitoring service Employee assistance program Training and volunteer opportunities