Service Desk Manager

Brown & Brown; Plano (TX); On-site; USD 42,000 - 78,000; Full time

Job summary

A leading company is seeking a Service Desk Manager to oversee IT support operations and enhance service delivery in alignment with business needs. The role involves managing vendor relationships, driving process improvements, and ensuring high customer satisfaction within the IT service management framework.

Benefits

Medical/Rx, Dental, Vision

401k and Student Loan Assistance

Paid Time Off and Holidays

Mental Health & Wellness Services

Qualifications

• 5+ years of experience managing a service desk.
• Extensive experience with ServiceNow and ITIL frameworks.
• Strong technical background in IT infrastructure.

Responsibilities

• Oversee outsourced IT support operations and vendor management.
• Lead initiatives to improve service desk processes and customer experience.
• Drive accountability through performance analysis and enhancements.

Skills

Communication

Problem-Solving

Analytical Skills

Education

BA/BS in Computer Science, Information Technology

Master’s Degree/MBA

Tools

ServiceNow

ITIL

Job description

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Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown & Brown is seeking a Service Desk Manager to join our growing team in Daytona Beach, FL.

The Service Desk Manager is responsible for overseeing outsourced IT support operations, ensuring service delivery aligns with business needs and performance expectations. Acting as the primary liaison with the IT support vendor, this role drives accountability through regular performance reviews, trend analysis, and service optimization. The manager leads initiatives to improve IT support processes, enhance automation, and strengthen knowledge management while working closely with ITSM teams to mature practices in alignment with ITIL frameworks. With a strong focus on customer experience, the Service Desk Manager gathers user feedback, promotes service excellence, and supports the evolution of IT support through innovation, self-service, and strategic collaboration.

How You Will Contribute

Vendor & IT Support Operations Management

• Serve as the primary point of contact for the outsourced IT support vendor, ensuring SLAs and performance metrics align with business needs.
• Monitor and analyze vendor performance to identify trends, service gaps, and areas for optimization.
  
  

Service & Process Improvement

• Lead initiatives to improve IT support processes, focusing on efficiency, automation, and best practices.
• Identify and resolve inefficiencies such as ticket misrouting, inconsistent categorization, and unnecessary escalations.
  
  

Customer Experience & Stakeholder Engagement

• Act as the voice of the customer, ensuring IT support services align with user expectations and business priorities.
• Gather and analyze user feedback, satisfaction scores, and service pain points to inform continuous improvement efforts.
  
  

IT Service Management (ITSM) & Service Maturity

• Work with ITSM teams to mature service management practices in line with ITIL frameworks.
• Support continuous improvement in incident, request, problem, and change management, ensuring operational consistency.
  
  

Licenses And Certifications

• Certifications in ITIL or ServiceNow (Preferred)
  
  

Skills & Experience To Be Successful

• Education: BA/BS in Computer Science, Information Technology, or a related field required; Master’s Degree/MBA preferred
• 5+ years of experience managing a service-desk in a medium to large organization, with a proven track record working in a fast-paced environment
• Extensive hands-on experience with ServiceNow for Service Desk Manager: Service Level Management, Self-Service Portal, Automation, Service Request Management and Change management, including reporting and workflow configuration
• Strong technical background in IT infrastructure, applications, or systems, enabling effective troubleshooting and collaboration with technical teams
• Demonstrated expertise in building relationships with vendors managing SLAs and ensuring compliance and elevating efficiency/performance of Service Desk
• Exceptional analytical and problem-solving skills to process complex data and develop responsive action plans
• Strong communication skills w/experience working with vendors, managing change communications, providing clear & concise updates
• Results-oriented with excellent organizational skills, balancing operational and strategic priorities
• Collaborative and inclusive, with the ability to motivate and empower diverse teams
• Enthusiasm for learning new technologies and driving process improvements
• Experience in IT infrastructure, software development, or security operations (Preferred)
• Familiarity with the insurance industry (Preferred)
  
  

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
  
  

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Insurance

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