Service Desk Manager

Job Description

The Service Desk Manager at Lennar is responsible for the day-to-day leadership of the IT Service Desk team, ensuring the consistent delivery of high-quality technical support across the organization. This role oversees daily operations and applies industry-standard KPIs, AI-driven automation, and quality assurance programs to keep the team running efficiently. The Service Desk Manager builds and develops a high-performing team and ensures service desk operations meet Lennar’s service standards and expectations.

Responsibilities

• Lead, manage, and develop a large, high-performance IT Service Desk team, including setting and enforcing performance management standards.
• Establish, monitor, and continuously improve industry-standard KPIs including First Call Resolution (FCR), Average Speed of Answer (ASA), call handle time, and abandoned rate.
• Leverage AI tools to automate service desk tasks and improve operational efficiency.
• Manage a high-volume Service Desk environment, ensuring timely and effective resolution of IT issues.
• Maintain and execute performance management standards in compliance with company standards.
• Execute controls and compliance requirements in alignment with company and regulatory standards.
• Implement and maintain security and social engineering protocols to protect the organization.
• Develop, implement, and maintain quality assurance standards across the service desk.
• Deploy and enhance self-service capabilities to reduce ticket volume and improve user experience.
• Drive knowledge management practices including documentation creation and maintenance.
• Lead the operational cadence: daily management reports, ABD follow-ups, attendance reporting, and recurring ticket hygiene.
• Produce and maintain ServiceNow dashboards and reporting to track team performance and service delivery.

Requirements

• 5+ years of relevant IT support/service desk experience.
• Bachelor’s degree or equivalent; ITIL certifications preferred.
• Proven track record establishing and maintaining a service desk for large Fortune 500 companies.
• Documented experience leading large, high-performance teams with performance management standards.
• Proven track record with industry-standard KPIs including FCR, ASA, call handle time, and abandoned rate.
• Experience leveraging AI to automate service desk tasks.
• Proven track record managing teams in a high-volume Service Desk environment.
• Ability to execute controls and compliance requirements.
• Familiarity with security and social engineering protocols.
• Proven track record implementing and maintaining quality assurance standards.
• Experience deploying and enhancing self-service capabilities.
• Documented history of knowledge management and creation.
• Mastery of ServiceNow reporting tools or dashboards.
• Demonstrated ability to execute the lead operational cadence.

Physical & Office/Site Presence Requirements

Attendance at the Dallas or Miami offices during regular work hours is an essential function of this job.