Senior Manager-IT Service Desk

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are seeking a dedicated Senior Manager, IT Service Desk, to lead enterprise Service Desk operations and deliver exceptional employee technology support experiences across all support channels. This role partners closely with Incident Management, the Availability Command Center, and technology support organizations to ensure efficient service delivery, rapid issue resolution, and strong operational performance.

Operating within an ITIL-aligned IT Service Management (ITSM) framework, this leader is responsible for Service Desk strategy, workforce performance, service quality, escalation management, and continual service improvement initiatives. The role focuses on improving service reliability, enhancing employee experience, optimizing operational efficiency, and ensuring the Service Desk remains a trusted and effective entry point for technology support.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX or Phoenix; AZ. Relocation assistance is not available for this position.

What you'll do:

• Responsible for developing, maintaining, testing, and monitoring an internal control environment, including preventative and detective controls, to effectively manage risks.

• Builds and oversees a team of employees for assigned technology support area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Provides leadership for those involved in the development, design and optimization of technology support functions supporting business and/or technical processes.

• Manages the identification, research, and analysis of business, process, and technology opportunities.

• Informs and tracks metrics for technology support capabilities and/or processes (KPIs, KRIs, etc.).

• Conducts or oversees technology efforts by applying technical expertise; promoting adherence to all procedures and policies.

• Partners with key functions to align IT strategy and initiatives in support of business strategy and goals.

• Operationalizes documentation standards and quality assurance methodologies for technology support functions and ensure adherence to standards by respective team.

• Manages and forecasts unit level expenses which may include department allocations, Product/Component, 3rd Party, project/program, software and vendor expenses.

• Manages and leverages the relationship with 3rd Party vendors to ensure achievement of technology support objectives.

• May be responsible for vendor management activities including service agreements, staff augmentation and technology contracts.

• Role models USAA's mission, core values, culture and desired behaviors - including a sound risk culture.

• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's degree; OR 4 years of relevant education and/or experience.

• Operational Leadership & Strategy: Leading IT Service Desk, Help Desk, Contact Center, or Technical Support operations, with a minimum of 8 years in a technology function (Software Development/Engineering or Infrastructure) and 3 years in a direct team lead or management capacity. This includes developing and executing Service Desk strategies to enhance service quality, employee experience, operational efficiency, and service reliability.

• Team Development & Culture: Driving a culture of quality and personal accountability within technology support teams, coaching and advising team members to achieve project goals, meet schedules, and resolve technical/operational issues. This also involves managing frontline support teams, supervisors, service delivery performance, workforce planning, and operational governance.

• Performance Management & ITSM: Managing key operational KPIs such as First Contact Resolution (FCR), Service Level Agreements (SLAs), Customer/Employee Satisfaction, backlog management, and service quality metrics, leveraging ITSM platforms like ServiceNow for incident, request, knowledge, and service performance management.

• Incident & Process Improvement: Leading escalations, service restoration activities, and collaborating with Incident Management, Problem Management, and Availability Command Center functions. This includes implementing process improvements, operational efficiencies, and service delivery enhancements within SLA, OLA, and ITIL-based service management frameworks.

• Communication & Stakeholder Engagement: Possessing strong verbal, written, leadership, and stakeholder management skills, with the ability to effectively communicate with executives, business leaders, and technical teams.

What Sets You Apart:

• Multi-Channel Operations Leadership: Leading large-scale support organizations across phone, chat, portal, self-service, and virtual agent channels, driving workforce optimization, support automation, and self-service adoption initiatives.

• Service Health & Improvement: Partnering with Availability Command Center and Incident Management teams to enhance service health visibility, escalation effectiveness, and restoration outcomes. This includes supporting Knowledge-Centered Service (KCS), quality management, workforce development, and continual service improvement programs.

• Organizational Development & Analytics: Developing Service Desk leaders and building high-performing support organizations by leveraging operational analytics and workforce insights to improve service outcomes.

• Preferred Certifications: ITIL 4 Foundation is preferred, along with ITIL 4 Managing Professional, HDI, PMP, Agile, Scrum, or other relevant certifications.

Compensation range: The salary range for this position is: $127,310- $243,340.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. 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.