Senior Manager Support Desk

BKV Corporation•Fort Worth, TX

5d•Hybrid

About The Position

BKV Corporation is a dynamic values‐driven company with expertise in upstream unconventional oil and gas investments and production. We believe our focus on visionary strategy, efficient execution and high-performing teams are key to creating long-term sustainable value and growth. BKV Corporation is an equal opportunity employer. We value diversity and base all employment decisions on qualifications, merit, and business need. JOB SUMMARY The Senior Manager Support Desk is responsible for leading enterprise IT support operations, ensuring exceptional customer experience, service quality, and operational excellence. This role oversees Help Desk, Desktop Support, and Managed Service teams while driving continuous improvement across Incident, Request, Problem, and Major Incident Management processes. The Senior Manager Support Desk develops high-performing teams, leads digital transformation initiatives, and partners with cross-functional and executive stakeholders to enhance technology adoption, service delivery, and overall business outcomes. This role demonstrates integrity, accountability, and transparency while upholding BKV’s standards, values, and culture.

Requirements

Strong understanding of natural gas industry standards, market trends, emerging issues, and regulatory requirements.
Demonstrated success managing multi-tiered, geographically distributed support teams and managed service providers.
Advanced experience with ITIL practices and ITSM platforms (ServiceNow preferred).
Proven analytical, problem-solving, and root cause analysis capabilities (TapRooT or equivalent).
Strong written, verbal, and executive-level communication skills.
Experience supporting enterprise environments during acquisitions, integrations, or large-scale transitions.
Experience implementing automation, AI support tools, and virtual agent solutions.
Leadership and management skills, including the ability to influence outcomes, develop talent, and foster an inclusive workplace.
Proficiency in Microsoft Office and job-related systems; ability to leverage digital tools to improve performance.
Ability to work effectively in a fast-paced, evolving environment.
Strong organizational skills with advanced attention to detail and prioritization.
Growth mindset with the ability to innovate, adapt to change, and demonstrate resilience.
Bachelor’s degree in Information Technology, Computer Science, or a related field required (or equivalent combination of education and experience).
10+ years of progressive IT experience, including leadership roles in Help Desk, Desktop Support, IT Service Management, or IT Operations.
ITIL v4 Foundation certification required (or ability to obtain within a defined timeframe).

Responsibilities

Lead and develop geographically dispersed Help Desk and Desktop Support teams, including internal staff and managed service providers, through coaching, mentoring, and performance management.
Oversee service delivery for Help Desk and Field Support, ensuring SLA achievement and a superior end-user experience.
Foster a culture grounded in respect, integrity, collaboration, accountability, and continuous improvement.
Own and manage IT Service Management (ITSM) processes, including Incident, Major Incident, Request, and Problem Management.
Coordinate high-impact and major incidents, ensuring timely resolution, clear communication, root cause analysis, and executive-level updates.
Lead structured problem-solving and corrective action programs, including escalation reviews and cross-functional root cause analyses (TapRooT or equivalent).
Ensure ITSM process documentation, workflows, and knowledge articles remain accurate, relevant, and continuously improved.
Implement strategies to improve service quality, reduce escalations, and increase first-contact resolution.
Drive system enhancements, automation, and optimization within ServiceNow and related platforms.
Consolidate and modernize legacy knowledge bases into streamlined, high-value content.
Monitor support trends using analytics and reporting tools (e.g., ServiceNow, Splunk, BI dashboards) to proactively identify and prevent incidents.
Design and deploy innovative service delivery channels, including Tech Bars (“Genius Desk”) and virtual support models.
Lead the strategy, development, and rollout of AI-enabled support and self-service solutions.
Support mission-critical business functions including executive meetings, board presentations, call centers, and large-scale company events.
Present service health metrics, insights, and improvement initiatives to senior leadership.
Partner with business stakeholders, IT leadership, vendors, and managed service providers to align support strategy with organizational goals.