IT Service Desk Manager

Randolph-Brooks Federal Credit Union; United States; Hybrid; USD 85,000 - 120,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

ITSM

Stakeholder mgmt

ITIL

Incident mgmt

ServiceNow

Jira Service Mgmt

Customer service

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

Jira Service Management

Job description

Job Description and Requirements

Randolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Service Desk Manager to join our amazing IT Service Desk team!

The IT Service Desk Manager will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233 .

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided). Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment.

The manager ensures prompt resolution of incidents and requests, oversees Level 1 & 2 support, and maintains staff productivity. They also monitor operations, identify major issues, and serve as the liaison to multiple teams and business units. Additionally, the manager reports to upper management on performance, key metrics, major incidents, and improvement initiatives.

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 proac