Lead Service Desk Supervisor

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.

About the Role

We are seeking a dedicated Lead Service Desk Supervisor to provide frontline leadership and operational oversight for the IT Service Desk. This role serves as a key liaison between Service Desk operations, technology support teams, and business stakeholders to ensure effective support delivery, rapid issue identification, and timely resolution of service-impacting concerns. Provides SME liaising services between business and IT delivery functions for the purpose of enabling the on-boarding, enhancement and support of systems, applications and other technology solutions. Assesses evolving business requirements to include establishing, evaluating and validating technical requirements. Recommends alternatives and/or enhancements to existing technology solutions. Researches and helps resolve production issues and defects.

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.

Responsibilities

• Serves as the primary conduit between IT delivery functions and the business functions through which their technical requirements flow.
• Actively contributes to successful delivery by partnering with Program Management to understand and drive plans for strategy, transformation and operations.
• Accountable for ensuring readiness of scope, business goals and objectives prior to project initiation.
• Delivers coaching, mentoring and just-in-time training to team members through quality reviews and observation.
• Collaborates with IT function Architects on road maps and upgrade strategies.
• Performs high-level analyses on technical topics for pre-project and project topics.
• Supports Project Management and Practice leads with policy, procedures, and governance.
• Participates in process improvement initiatives in support of project strategy efforts.
• Serves as Voice of the Customer for Analyst community.
• Leads innovative opportunities to improve efficiency and productivity for the Analyst role.
• Identifies gaps and provides technical expertise in business requirements for system functional specifications and scales new and current systems, processes and procedures in a cost-effective manner.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• Operational Leadership & Service Delivery: Proven experience leading frontline support teams in IT Service Desk, Help Desk, Technical Support, IT Operations, or Contact Center environments. This includes managing daily operations, optimizing queue performance, and ensuring service delivery outcomes through effective coordination of service restoration and escalations.
• ITSM & Performance Monitoring: Expertise in utilizing ITSM platforms, such as ServiceNow, for incident, request, and workflow management, as well as reporting and communications. This also involves actively monitoring operational performance, including backlog health, ticket aging, service levels, workforce productivity, and support workloads.
• Process Improvement & Stakeholder Management: Experience in gathering, documenting, and translating operational requirements into tangible process, workflow, or technology improvements. This requires strong analytical, problem-solving, facilitation, and stakeholder management skills, with the ability to communicate effectively across all levels, from analysts to leadership and business partners.
• Technical Acumen & Methodologies: A solid understanding of system architecture, technology solution design, end-user support processes, and working knowledge of Agile, Waterfall, or other solution delivery methodologies. This includes experience in researching and resolving production issues, service-impacting incidents, and operational defects within SLA, OLA, and ITIL frameworks.

What Sets You Apart

• Strategic Operational Leadership: Serving as a senior lead for Service Desk operations, with a proven ability to identify inefficiencies and translate business needs into actionable process, workflow, or technology improvements. This includes actively supporting service onboarding, enhancement, and continuous improvement initiatives.
• Incident & Escalation Management: Effectively coordinating Service Desk activities with Incident Management and Availability Command Center functions, managing escalations, service-impacting issues, and ensuring clear operational communications.
• Cross-Functional Liaison & Support: Acting as a key liaison between business stakeholders, Service Desk operations, and technology support organizations. This involves supporting workforce management, quality assurance, knowledge management, continual service improvement, service reliability, and problem management initiatives.
• Analytical & Problem-Solving Prowess: Demonstrating strong analytical skills to identify recurring issues, operational trends, root causes, and opportunities for improvement, driving towards operational excellence.

Preferred Qualifications

• ITIL 4 Foundation, HDI Support Center Team Lead, HDI Supervisor, Agile, Scrum, or related certifications are preferred.

Pay

The salary range for this position is $114,080 - $218,030. USAA does not provide visa sponsorship for this role.

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) and pension
• Life insurance
• Parental benefits and adoption assistance
• Paid time off program with paid holidays plus 16 paid volunteer hours
• Various wellness programs
• Career path planning and continuing education to assist employees with their professional goals