Service Desk Manager
Core
Lead and manage a large, high-performance IT Service Desk team, ensuring consistent delivery of technical support and operational efficiency for a Fortune 500 homebuilder.
Role type
Senior IT Service Desk Manager
Builds
IT Service Desk operations, self-service capabilities, and knowledge management systems
Domain
IT Operations / Customer Support / Real Estate
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and performance management, KPI monitoring (FCR, ASA, handle time), AI-driven automation, high-volume incident management, compliance and security protocol execution, quality assurance standards, self-service deployment, knowledge management, ServiceNow reporting
Preferred skills
ITIL certification, experience with Fortune 500 environments
Technologies
ServiceNow, AI automation tools
Responsibilities
Lead and develop a large IT Service Desk team, establish and monitor industry-standard KPIs, leverage AI tools to automate tasks, manage high-volume service desk environments, execute controls and compliance requirements, implement security and social engineering protocols, deploy self-service capabilities, drive knowledge management practices, produce ServiceNow dashboards and reports
Seniority
Senior, hands-on IC with team leadership
