Service Desk Manager

Lennar•Irving, TX

2d•Onsite

About The Position

The Service Desk Manager at Lennar is responsible for the day-to-day leadership of the IT Service Desk team, ensuring the consistent delivery of high-quality technical support across the organization. This role oversees daily operations and applies industry-standard KPIs, AI-driven automation, and quality assurance programs to keep the team running efficiently. The Service Desk Manager builds and develops a high-performing team and ensures service desk operations meet Lennar’s service standards and expectations.

Requirements

5+ years of relevant IT support/service desk experience.
Bachelor’s degree or equivalent; ITIL certifications preferred.
Proven track record establishing and maintaining a service desk for large Fortune 500 companies.
Documented experience leading large, high-performance teams with performance management standards.
Proven track record with industry-standard KPIs including FCR, ASA, call handle time, and abandoned rate.
Experience leveraging AI to automate service desk tasks.
Proven track record managing teams in a high-volume Service Desk environment.
Ability to execute controls and compliance requirements.
Familiarity with security and social engineering protocols.
Proven track record implementing and maintaining quality assurance standards.
Experience deploying and enhancing self-service capabilities.
Documented history of knowledge management and creation.
Mastery of ServiceNow reporting tools or dashboards.
Demonstrated ability to execute the lead operational cadence.

Nice To Haves

ITIL certifications preferred.

Responsibilities

Lead, manage, and develop a large, high-performance IT Service Desk team, including setting and enforcing performance management standards.
Establish, monitor, and continuously improve industry-standard KPIs including First Call Resolution (FCR), Average Speed of Answer (ASA), call handle time, and abandoned rate.
Leverage AI tools to automate service desk tasks and improve operational efficiency.
Manage a high-volume Service Desk environment, ensuring timely and effective resolution of IT issues.
Maintain and execute performance management standards in compliance with company standards.
Execute controls and compliance requirements in alignment with company and regulatory standards.
Implement and maintain security and social engineering protocols to protect the organization.
Develop, implement, and maintain quality assurance standards across the service desk.
Deploy and enhance self-service capabilities to reduce ticket volume and improve user experience.
Drive knowledge management practices including documentation creation and maintenance.
Lead the operational cadence: daily management reports, ABD follow-ups, attendance reporting, and recurring ticket hygiene.
Produce and maintain ServiceNow dashboards and reporting to track team performance and service delivery.