Service Desk Manager
Lennar•Waterford, FL
•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.
Benefits
- Medical, Dental, and Vision coverage
- 401(k) Retirement Plan with a $1 for $1 Company Match up to 5%
- Paid Parental Leave
- Associate Assistance Plan
- Education Assistance Program
- Up to $30,000 in Adoption Assistance
- Up to three weeks of vacation annually
- Holiday, Sick Leave, and Personal Day policies
- New Hire Referral Bonus Program
- Home Purchase Discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
