IT Service Desk Manager

Randolph Brooks Federal Credit Union•San Antonio, TX

1d•Hybrid

About The Position

Randolph-Brooks Federal Credit Union is seeking an experienced IT Service Desk Manager to oversee daily service desk operations and lead a team providing Level 1 and Level 2 support. The manager ensures timely resolution of technical issues and service requests, maintains staff productivity, improves service delivery and customer satisfaction, monitors operations, identifies major issues, and serves as a liaison to other teams and business units. The role reports on performance, key metrics, major incidents, and improvement initiatives to upper management. The position may follow a hybrid remote/onsite schedule after a training period whose duration may vary. Training takes place at the RBFCU Administrative Service Center in Live Oak, Texas. To work from home, employees must meet RBFCU's minimum internet connection requirements, have a reliable internet provider and the ability to connect directly to the modem by Ethernet, and provide a safe, suitable, distraction-free workspace.

Requirements

Bachelor’s degree from an accredited college or university in Computer Science, Information Technology, or a closely related field.
At least 5 years of experience in IT service management or a related field, including at least 5 years in a leadership or supervisory role.
Demonstrated experience managing a service desk or IT support team in a high-volume, complex technical environment.
Experience with ITSM tools such as ServiceNow and Jira Service Management, and familiarity with ticketing systems, service request workflows, and incident management processes.
Demonstrated process-improvement experience and implementation of service desk best practices focused on service delivery and customer satisfaction.
Experience in crisis management and the ability to remain calm and decisive under pressure, especially in high-stakes situations.
Strong leadership skills, including motivating teams, managing performance, and supporting professional growth.
Solid understanding of IT systems, infrastructure, and support services, with the ability to guide technical staff in troubleshooting and issue resolution.
Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
Excellent verbal and written communication skills, including the ability to explain complex technical information to non-technical stakeholders.
Commitment to exceptional customer service and the ability to manage customer expectations.
Strong conflict-management skills and ability to work well with others.
Exceptional multitasking abilities and focused attention to high-priority issues.
Ability to manage effectively in high-stress environments and coach staff on stress-management techniques.
Organizational skills to plan, coordinate, lead, and prioritize tasks independently while managing multiple responsibilities.
Must hold certifications such as ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA), or equivalent.

Responsibilities

Oversee daily service desk operations and ensure service levels, KPIs, and customer satisfaction goals are met or exceeded.
Manage the life cycle of incidents and service requests from initial report through resolution, providing timely and accurate stakeholder updates.
Serve as the primary escalation contact and work with internal and external stakeholders to resolve issues and maintain relationships.
Lead, mentor, and develop service desk staff; foster a positive work environment and coordinate training to address skills and knowledge needs.
Participate in disaster recovery planning and execution, and contribute to testing and updating recovery procedures.
Identify and implement improvements to service desk processes, workflows, and procedures to enhance efficiency, effectiveness, and customer experience.
Prepare performance reports covering trends, root cause analysis, and recommendations, and use data to improve service outcomes.
Document, audit, and regularly improve service desk processes and procedures, ensuring compliance with ITIL and other relevant industry standards.
Manage call distribution and workload balance to reduce staff overload and callbacks through efficient response management.
Collaborate with the Director-IT Technical Support Services to resolve staff communication issues and meet end-user needs; monitor unresolved issues, schedule critical-situation meetings, and communicate about specific situations with end users and the Director.
Perform other duties as assigned; essential functions and responsibilities may change or new ones may be assigned at any time, with or without notice.