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Service Desk Manager
LennarService Desk Manager overseeing IT Service Desk, improving efficiency through AI and KPIs at Lennar. Leading a large team in a high-volume environment with performance management standards.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead, manage, and develop a large, high-performance IT Service Desk team
- Establish, monitor, and continuously improve industry-standard KPIs
- Leverage AI tools to automate service desk tasks and improve operational efficiency
- Manage a high-volume Service Desk environment
- Maintain and execute performance management standards
- Execute controls and compliance requirements in alignment with company and regulatory standards
- Implement and maintain security and social engineering protocols
- Develop, implement, and maintain quality assurance standards across the service desk
- Deploy and enhance self-service capabilities
- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Robust health insurance plans including 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
- Generous Holiday, Sick Leave, and Personal Day policies
- New Hire Referral Bonus Program
- Significant Home Purchase Discounts
- Everyone’s Included Day
ATS Keywords
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Hard Skills & Tools
IT supportservice desk managementperformance managementKPI establishmentAI automationquality assuranceself-service capabilitiesknowledge managementServiceNow reportingsecurity protocols
Soft Skills
leadershipteam managementoperational efficiencycommunicationdocumentationproblem-solvingorganizational skillsperformance trackingreportingcompliance execution
Certifications
ITIL certificationBachelor's degree