{"id":3376002,"url":"https://alion.io/job/rbfcu-it-service-desk-manager","title":"IT Service Desk Manager","company":{"id":2077726,"name":"RBFCU","domain":"rbfcu.org","url":"https://alion.io/company/rbfcu","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":139000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Incident Management","optional":true},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T05:23:21Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Description and Requirements\nRandolph-Brooks Federal Credit Union is currently searching for an experienced and talented IT Service Desk Manager to join our amazing IT Service Desk team!\nThe IT Service Desk Manager will have the ability to work a hybrid schedule (remote/onsite) after a period of training (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233.\nTo successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.\nMust have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).\nMust be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment.\nThe Service Desk Manager oversees daily operations, ensuring efficient resolution of technical issues and service requests. This role involves managing a diverse team of service desk staff, setting performance goals, and developing innovative strategies to improve service delivery and customer satisfaction. The manager ensures prompt resolution of incidents and requests, oversees Level 1 & 2 support, and maintains staff productivity. They also monitor operations, identify major issues, and serve as the liaison to multiple teams and business units. Additionally, the manager reports to upper management on performance, key metrics, major incidents, and improvement initiatives.\nEssential Functions and Responsibilities:\nOversee the day-to-day operations of the service desk, ensuring that service levels, key performance indicators (KPIs), and customer satisfaction goals are consistently met or exceeded\nMonitor and manage the life cycle of incidents and service requests, from initial report through resolution, ensuring timely and accurate updates to all stakeholders\nAct as the primary point of contact for escalations and work closely with internal and external stakeholders to resolve issues and maintain strong relationships\nLead, mentor, and develop the service desk team by fostering a positive work environment and coordinating training programs to ensure they have the necessary skills and knowledge to support evolving technologies and processes, thereby minimizing weaknesses and maximizing strengths identified in performance reviews\nParticipate in disaster recovery planning and execution, ensuring that critical IT services can be restored quickly in the event of a disruption, and contribute to regular testing and updates of disaster recovery procedures\nIdentify opportunities for improving service desk processes, workflows, and procedures. Implement changes that enhance efficiency, effectiveness, and customer experience\nDevelop and deliver regular performance reports, including trends, root cause analysis, and recommendations for improvement. Use data to drive decision-making and improve service outcomes\nEnsure all Service Desk processes and procedures are documented, audited, regularly improved, and compliant with ITIL and other relevant industry standards\nManage call distribution and workload balance to minimize staff overload and reduce callbacks through efficient response management\nCollaborate with the Director-IT Technical Support Services to address and resolve staff communication issues, ensuring end user needs are met, while also monitoring unresolved issues, scheduling critical situation meetings, and communicating with end users and the Director-IT Technical Support Services on specific situations\nAll other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice)\nRequirements:\nGraduated from an accredited college or university with a Bachelor’s Degree in Computer Science, Information Technology, or a closely related field\nMinimum of 5 years of experience in IT service management or a related field, with at least 5 years in a leadership or supervisory role\nProven track record of managing a service desk or IT support team, with experience in handling high-volume, complex technical environments\nExperienced with ITSM tools such as ServiceNow and Jira Service Management, and familiar with ticketing systems, service request workflows, and incident management processes\nDemonstrated experience in process improvement and implementing service desk best practices, with a focus on enhancing service delivery and customer satisfaction\nExperience in crisis management and the ability to remain calm and decisive under pressure, especially in high-stakes situations\nSkills / Certification / Licensing:\nStrong leadership skills with the ability to motivate and inspire a team, manage performance, and foster professional growth\nSolid understanding of IT systems, infrastructure, and support services, with the ability to guide technical staff in troubleshooting and resolving issues\nExcellent analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues before they escalate\nSuperior verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders\nA strong commitment to delivering exceptional customer service and the ability to manage customer expectations effectively\nStrong conflict-management skills and ability to work well with others\nExceptional multitasking abilities and focused attention on high-priority issues\nEffective management in high-stress environments and coaching staff on stress-management techniques\nProven organizational skills with the ability to plan, coordinate, lead, and prioritize tasks independently while managing multiple responsibilities\nCertifications such as ITIL Foundation, CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA), or equivalent are a must\nAll qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.","description_format":"text","description_chars":6107,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Credit Unions & Cooperative Banks"],"lifecycle":[{"event":"open","at":"2026-10-28T02:45:54Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring 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