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Lead Service Desk Supervisor
USAALead IT Service Desk operations at USAA, a financial services provider serving military members and families. Coordinate support delivery, escalations, process improvements, and technology requirements across business and IT teams.
Posted 8/10/2026full-timeSan Antonio • Arizona, Texas • 🇺🇸 United StatesSenior💰 $114,080 - $218,030 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Desk operations, including leadership, process improvement, and stakeholder management. Proficient in utilizing ITSM platforms like ServiceNow and applying methodologies such as Agile and ITIL to enhance service delivery and operational efficiency.
Highest-signal resume keywords
IT Service Desk LeadershipServiceNow ExpertiseOperational Requirements GatheringAgile MethodologyITIL Framework Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ManagementWorkflow ManagementProcess ImprovementRisk ManagementSystem ArchitectureService Level AgreementsOperational Defect ResolutionQueue Performance OptimizationStakeholder Management
Soft Skills
Analytical SkillsProblem-SolvingFacilitationEffective CommunicationCoaching and Mentoring
Tools & Technologies
ITSM PlatformsServiceNowAgile ToolsWaterfall Methodology
Certifications & Qualifications
ITIL 4 FoundationHDI Support Center Team LeadHDI SupervisorAgile CertificationScrum Certification
Industry Keywords
IT OperationsHelp DeskContact CenterService RestorationProduction IssuesOperational WorkloadsBusiness StakeholdersProject ManagementGovernanceVoice of the Customer
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide frontline leadership and operational oversight for the IT Service Desk
- Liaise between Service Desk operations, technology support teams, and business stakeholders
- Enable onboarding, enhancement, and support of systems, applications, and technology solutions
- Assess, establish, evaluate, and validate technical requirements
- Recommend alternatives and enhancements to technology solutions
- Research and help resolve production issues and defects
- Serve as the primary conduit between IT delivery functions and business functions
- Partner with Program Management on strategy, transformation, and operations plans
- Ensure readiness of scope, business goals, and objectives before project initiation
- Coach, mentor, and provide just-in-time training to team members
- Collaborate with IT architects on road maps and upgrade strategies
- Perform high-level technical analyses for pre-project and project topics
- Support Project Management and Practice leads with policy, procedures, and governance
- Participate in process improvement initiatives
- Serve as Voice of the Customer for the Analyst community
- Lead opportunities to improve Analyst efficiency and productivity
- Define business requirements for system functional specifications and scale systems, processes, and procedures
- Identify, measure, monitor, and control risks in accordance with risk and compliance policies
Requirements
What you’ll need- Bachelor's degree; OR 4 years of relevant education and/or experience
- Proven experience leading frontline support teams in IT Service Desk, Help Desk, Technical Support, IT Operations, or Contact Center environments
- Experience managing daily operations, optimizing queue performance, and coordinating service restoration and escalations
- Expertise using ITSM platforms such as ServiceNow for incident, request, workflow management, reporting, and communications
- Experience monitoring backlog health, ticket aging, service levels, workforce productivity, and support workloads
- Experience gathering, documenting, and translating operational requirements into process, workflow, or technology improvements
- Strong analytical, problem-solving, facilitation, and stakeholder management skills
- Ability to communicate effectively with analysts, leadership, and business partners
- Understanding of system architecture, technology solution design, and end-user support processes
- Working knowledge of Agile, Waterfall, or other solution delivery methodologies
- Experience researching and resolving production issues, service-impacting incidents, and operational defects within SLA, OLA, and ITIL frameworks
- Preferred certifications include ITIL 4 Foundation, HDI Support Center Team Lead, HDI Supervisor, Agile, Scrum, or related certifications
- Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans
Benefits
Comp & perks- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Various wellness programs
- Career path planning
- Continuing education
- Pay incentives may be available based on overall corporate and individual performance