Role Overview
We are seeking a highly accomplished Service Desk Manager to lead and elevate our enterprise IT support function into a world-class, customer-centric operation. This role goes beyond traditional help desk management—focusing on delivering exceptional user experience, driving operational excellence, and aligning service delivery with broader business objectives.
The ideal candidate combines strong leadership, technical depth, and a passion for continuous improvement, leveraging data, automation, and best practices (e.g., ITIL) to transform service delivery.
Key Responsibilities
Strategic Leadership
- Define and execute the vision, strategy, and roadmap for the Service Desk aligned with organizational goals.
- Act as a key stakeholder in IT governance, service management strategy, and digital transformation initiatives.
- Build a high-performance culture focused on accountability, innovation, and customer satisfaction.
Operational Excellence
- Oversee day-to-day service desk operations, ensuring SLA and KPI targets are consistently exceeded.
- Implement and refine ITIL-based processes (Incident, Request, Problem, Knowledge Management).
- Drive continuous service improvement using metrics, analytics, and user feedback.
Customer Experience & Service Quality
- Champion a “white-glove” support model for executives and critical business functions.
- Develop and monitor customer satisfaction (CSAT), Net Promoter Score (NPS), and user experience metrics.
- Establish proactive communication strategies and service transparency.
Team Leadership & Development
- Lead, mentor, and develop a team of service desk analysts, supervisors, and leads.
- Foster career growth, training programs, and succession planning.
- Attract and retain top talent in a competitive market.
Technology & Innovation
- Drive adoption of modern service management tools (e.g., MC Helix/Remedy, Jira Service Management and other Microsoft and Google related technologies).
- Implement automation, AI-driven support (chatbots, virtual agents), and self-service capabilities using ChatGPT or Gemini
- Collaborate with infrastructure and application teams to reduce ticket volume through root cause resolution.
- Conduct weekly Change Management Meeting with the dev, infrastructure, security and service desk teams.
Vendor & Stakeholder Management
- Manage third-party vendors and outsourced service providers. Maintain asset inventory of both physical IT equipment and software.
- Partner with business units to understand needs and align service delivery.
- Present performance reports and strategic insights to senior leadership. Develop and present KPI’s during monthly IT management meetings.
Risk & Compliance
- Ensure adherence to security policies, compliance standards, and regulatory requirements.
- Participate in incident response for high-impact or critical outages.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 8–12+ years of experience in IT support/services, with at least 3–5 years in a leadership role.
- Proven experience managing enterprise-level service desk operations.
- Strong knowledge of ITIL frameworks (ITIL certification preferred).
- Experience with leading ITSM platforms (e.g., ServiceNow, Remedy, Jira SM).
- Demonstrated success in driving service transformation and continuous improvement initiatives.
Key Competencies
- Executive presence and strong communication skills
- Data-driven decision making
- Customer-first mindset with a focus on experience
- Leadership and team development
- Change management and adaptability
- Ability to operate in high-pressure, mission-critical environments
What Sets This Role Apart
- Opportunity to shape a best-in-class, high-touch IT support function
- Direct exposure to executive leadership and strategic decision-making
- Ownership of innovation initiatives including automation, AI, and digital experience transformation
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
With respect to this position in our New York Office, the expected base salary ranges from $180,000 to $195,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.
*Employment eligibility to work with BBVA in the U.S. is required as the company will not pursue visa sponsorship for these positions
