Senior Manager-IT Service Desk

USAA•San Antonio, TX

8d•Hybrid

About The Position

USAA is seeking a dedicated Senior Manager, IT Service Desk, to lead enterprise Service Desk operations and deliver exceptional employee technology support experiences across all support channels. This role partners closely with Incident Management, the Availability Command Center, and technology support organizations to ensure efficient service delivery, rapid issue resolution, and strong operational performance. Operating within an ITIL-aligned IT Service Management (ITSM) framework, this leader is responsible for Service Desk strategy, workforce performance, service quality, escalation management, and continual service improvement initiatives. The role focuses on improving service reliability, enhancing employee experience, optimizing operational efficiency, and ensuring the Service Desk remains a trusted and effective entry point for technology support. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX or Phoenix, AZ. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
Operational Leadership & Strategy: Leading IT Service Desk, Help Desk, Contact Center, or Technical Support operations, with a minimum of 8 years in a technology function (Software Development/Engineering or Infrastructure) and 3 years in a direct team lead or management capacity. This includes developing and executing Service Desk strategies to enhance service quality, employee experience, operational efficiency, and service reliability.
Team Development & Culture: Driving a culture of quality and personal accountability within technology support teams, coaching and advising team members to achieve project goals, meet schedules, and resolve technical/operational issues. This also involves managing frontline support teams, supervisors, service delivery performance, workforce planning, and operational governance.
Performance Management & ITSM: Managing key operational KPIs such as First Contact Resolution (FCR), Service Level Agreements (SLAs), Customer/Employee Satisfaction, backlog management, and service quality metrics, leveraging ITSM platforms like ServiceNow for incident, request, knowledge, and service performance management.
Incident & Process Improvement: Leading escalations, service restoration activities, and collaborating with Incident Management, Problem Management, and Availability Command Center functions. This includes implementing process improvements, operational efficiencies, and service delivery enhancements within SLA, OLA, and ITIL-based service management frameworks.
Communication & Stakeholder Engagement: Possessing strong verbal, written, leadership, and stakeholder management skills, with the ability to effectively communicate with executives, business leaders, and technical teams.

Nice To Haves

Multi-Channel Operations Leadership: Leading large-scale support organizations across phone, chat, portal, self-service, and virtual agent channels, driving workforce optimization, support automation, and self-service adoption initiatives.
Service Health & Improvement: Partnering with Availability Command Center and Incident Management teams to enhance service health visibility, escalation effectiveness, and restoration outcomes. This includes supporting Knowledge-Centered Service (KCS), quality management, workforce development, and continual service improvement programs.
Organizational Development & Analytics: Developing Service Desk leaders and building high-performing support organizations by leveraging operational analytics and workforce insights to improve service outcomes.
ITIL 4 Foundation is preferred, along with ITIL 4 Managing Professional, HDI, PMP, Agile, Scrum, or other relevant certifications.

Responsibilities

Responsible for developing, maintaining, testing, and monitoring an internal control environment, including preventative and detective controls, to effectively manage risks.
Builds and oversees a team of employees for assigned technology support area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Provides leadership for those involved in the development, design and optimization of technology support functions supporting business and/or technical processes.
Manages the identification, research, and analysis of business, process, and technology opportunities.
Informs and tracks metrics for technology support capabilities and/or processes (KPIs, KRIs, etc.).
Conducts or oversees technology efforts by applying technical expertise; promoting adherence to all procedures and policies.
Partners with key functions to align IT strategy and initiatives in support of business strategy and goals.
Operationalizes documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards by respective team.
Manages and forecasts unit level expenses which may include department allocations, Product/Component, 3rd Party, project/program, software and vendor expenses.
Manages and leverages the relationship with 3rd Party vendors to ensure achievement of technology support objectives.
May be responsible for vendor management activities including service agreements, staff augmentation and technology contracts.
Role models USAA's mission, core values, culture and desired behaviors - including a sound risk culture.
Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.