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.

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.

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