Senior Service Desk Manager (enterprise It Services)

BBVA

New York, NY, US
Base: $180,000 to $195,000; bonus/equity: discreti...
8-12 years it support experience
3-5 years leadership role experience
Enterprise service desk operations management
This role leads the transformation of enterprise IT support into a world-class, customer-centric operation aligned with organizational goals

Job Summary

  • This role leads the transformation of enterprise IT support into a world-class, customer-centric operation aligned with organizational goals.
  • The successful candidate will drive operational excellence by implementing ITIL processes, managing SLAs, and utilizing metrics to improve user experience.
  • Candidates must possess strong leadership skills to mentor teams, manage vendors, and present strategic insights to senior leadership while ensuring compliance.

Matching Summary

This role leads the transformation of enterprise IT support into a world-class, customer-centric operation aligned with organizational goals.

Salary

Base: $180,000 to $195,000; Bonus/Equity: Discretionary bonus eligible; Benefits: Generous employee benefits package

Skills & Requirements

Must-have

  • 8-12 years IT support experience
  • 3-5 years leadership role experience
  • Enterprise service desk operations management
  • ITIL framework implementation and governance
  • ITSM platform expertise (ServiceNow, Remedy, Jira)

Nice-to-have

  • AI-driven support and automation adoption
  • Executive presence and stakeholder communication
  • Customer-first mindset with CSAT/NPS focus
  • Data-driven decision making capabilities
  • Change management and adaptability skills

Key Requirements

  • Bachelor's degree in IT or Computer Science (Master's preferred)
  • 8-12+ years in IT support/services
  • 3-5 years in a leadership role
  • Proven enterprise-level service desk management
  • ITIL certification preferred
  • US work authorization required (no visa sponsorship)

Work Rights

Employment eligibility to work in the U.S. is required

Tailored Resume

Cover Letter