Sr. Manager, IT Service Desk

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.As Sr Manager of Service Desk at Blackhawk Network you willbe responsible forhalf our global service desk operations, responsible for maturing it into a metrics-driven organization that delivers high-quality customer service by creating a foundation of automated ticket solutions andleveragingA.I. solutions. Our Service Desk team of approximately 25 people handles 4,000+ monthly tickets globally;you'llfocus on our US and El Salvador operations,establishingcomprehensive performance metrics, partneringwith technical teams for automated solutions, and creating exceptional customer experiences.The ideal candidate is a hands-on manager passionate about creating exceptional outcomes through repeatable, scalable processes. You genuinely care about customer satisfaction and view every interaction as an opportunity to build loyalty and trust. Driven by operational excellence, youidentifyoptimization opportunities everywhere and have the leadership skills to transform those insights into measurable business improvements thatbenefitboth customers and the organization.Position is located in Coppell, Texas. Must be able to come into the office 2x a week.Management & Service Desk OperationsTransform service desk teams across US operations and El Salvador call center into high-performing, customer-focused groupsEstablish clear accountability standards and performance expectations while fostering a culture of continuous improvement and customer service excellenceDevelop and nurture a geographic team lead program to organize andoptimizework distribution, providing mentorship and career development guidanceOversee multi-location operations including US-based in-person support, workstation management, and El Salvador call center serving all company usersEstablish comprehensive metrics framework including customer satisfaction targets (4+ out of 5 rating), first-call resolution rates, response times, and quality assurance measures that drive continuous improvement with zero orphaned tickets or callsFacilitate PCI compliance requests and work directly with auditors and compliance teamsCollaborate with cross-functional teams including ETI, HR, Legal, Compliance, and other departments on technology initiativesPresent regular updates on transformation progress and service metrics to leadershipParticipate in the work of the Service Desk wherever necessary tofacilitatethe team missionOther Assigned DutiesAI-Driven Automation & Process ExcellencePartner with Cloud Services team toidentifyand implement AI and automation solutions for common service desk requests, targeting 5% automation rate within first90 daysCollaborate with technical teams to deploy intelligent chatbots, automated ticket routing, self-service portals, and AI-powered resolution tools for routine requestsServe as subject matter expert on customer experience requirements, ensuring automated solutionsmaintainhigh service quality while freeing agents for complex, high-value interactionsEstablish data-driven processes using ServiceNow that provide comprehensive metrics, trending analysis, and continuous improvement insightsCreate systematic documentation and knowledge management processes that support both human agents and AI automation toolsWork with cross-functional teams to translate operational excellence goals into technical automation requirementsEducation & ExperienceBachelor's degree in Information Technology, Computer Science, or related field; or equivalent experience10+ years leading service desk or technical support operations with proventrack recordof transforming teams3+ years configuring and implementing automation solutions (chatbots, automated workflows, self-service portals) in enterprise environmentsExperience managing international teams across multiple time zones and cultures preferredDemonstrated success establishing KPIs and driving accountability in metrics-driven management environmentsTechnical SkillsA.I. & Automation:Strong working knowledge of low-code automation platforms such as Atlassian,Workato, Okta Workflows; experience creating and implementing ticket deflection programsServiceNow:Strong working knowledge of incidents,request,change, and asset management modules, or equivalent ITSM platformexpertisewith ability to implement systematic workflows. Atlassian JSM a plusEnterprise IT Tools:Familiarity with Active Directory (user account, group, and policy management), SCCM (software deployment, patch management, endpoint compliance), Intune, Microsoft 365, JAMF (Apple device management and administration), Zoom, Okta, Okta Workflows, andWorkatoOperating Systems:Advanced knowledge of Windows 11 and MacOS configuration, troubleshooting, and supportDocumentation & Knowledge Management:Experience with documentation systems and knowledge management platformsITIL & Service Management:Understanding of ITIL best practices and service management frameworks; ITIL Foundation (v4 or later) certification preferred (Intermediate or Expert levels highly desirable)Enterprise Environment Knowledge:Working knowledge of cloud platforms, network fundamentals, and enterprise IT infrastructureLeadership & Management SkillsHands-on leadership style with comfort managing operational details while building strategic visionProven ability to make difficult personnel decisions and rebuild team performance in resource-constrained environmentsStrong change management skills with experience driving organizational transformationExcellent communication skills for managing diverse, international teams andestablishingclear accountabilityAble to communicate and manage upward with increasing levels of seniorityPreferred QualificationsBilingual SpanishproficiencyITIL or equivalent service management certificationExperience with ServiceNow and Atlassian JSM administration and workflow automationBackground in financial services or regulated industry environmentsPay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Blackhawk Network offers benefits including 401k with employer match, medical, dental, vision, 12 paid holidays throughout the year 2025, sick pay accrual according to state law, parental leave, life insurance, disability insurance, accident and illness insurance, health and dependent care flexible spending accounts, wellness benefits, and flexible time off for all full-time employees.Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Blackhawk Network encourages applicants with previous criminal records to apply to all positions and, pursuant to the San Francisco and Los Angeles Fair Chance Acts (and other “Fair Chance” laws), Blackhawk Network will consider for employment qualified applicants with arrest and conviction records. For Philadelphia applicants or jobs, please see a copy of Philadelphia’s ordinance on this topic by clicking this link: https://codelibrary.amlegal.com/codes/philadelphia/latest/philadelphia_pa/0-0-0-280104.

Created: 2025-11-15