Blackhawk Network · 2 weeks ago
Sr. Manager, IT Service Desk
Coppell, TX
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expBlackhawk Network is a leading provider of branded payment solutions with a global presence. The Sr. Manager of Service Desk will oversee the service desk operations, focusing on enhancing customer service quality through automation and metrics-driven processes while leading a team of approximately 25 people.
E-CommerceFinanceFinancial ServicesPayments
Responsibilities
Transform service desk teams across US operations and El Salvador call center into high-performing, customer-focused groups
Establish clear accountability standards and performance expectations while fostering a culture of continuous improvement and customer service excellence
Develop and nurture a geographic team lead program to organize and optimize work distribution, providing mentorship and career development guidance
Oversee multi-location operations including US-based in-person support, workstation management, and El Salvador call center serving all company users
Establish 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 calls
Facilitate PCI compliance requests and work directly with auditors and compliance teams
Collaborate with cross-functional teams including ETI, HR, Legal, Compliance, and other departments on technology initiatives
Present regular updates on transformation progress and service metrics to leadership
Participate in the work of the Service Desk wherever necessary to facilitate the team mission
Partner with Cloud Services team to identify and implement AI and automation solutions for common service desk requests, targeting 5% automation rate within first 90 days
Collaborate with technical teams to deploy intelligent chatbots, automated ticket routing, self-service portals, and AI-powered resolution tools for routine requests
Serve as subject matter expert on customer experience requirements, ensuring automated solutions maintain high service quality while freeing agents for complex, high-value interactions
Establish data-driven processes using ServiceNow that provide comprehensive metrics, trending analysis, and continuous improvement insights
Create systematic documentation and knowledge management processes that support both human agents and AI automation tools
Work with cross-functional teams to translate operational excellence goals into technical automation requirements
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent experience
10+ years leading service desk or technical support operations with proven track record of transforming teams
3+ years configuring and implementing automation solutions (chatbots, automated workflows, self-service portals) in enterprise environments
Experience managing international teams across multiple time zones and cultures preferred
Demonstrated success establishing KPIs and driving accountability in metrics-driven management environments
Strong working knowledge of low-code automation platforms such as Atlassian, Workato, Okta Workflows; experience creating and implementing ticket deflection programs
Strong working knowledge of incidents, request, change, and asset management modules, or equivalent ITSM platform expertise with ability to implement systematic workflows. Atlassian JSM a plus
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, and Workato
Advanced knowledge of Windows 11 and MacOS configuration, troubleshooting, and support
Experience with documentation systems and knowledge management platforms
Understanding of ITIL best practices and service management frameworks; ITIL Foundation (v4 or later) certification preferred (Intermediate or Expert levels highly desirable)
Working knowledge of cloud platforms, network fundamentals, and enterprise IT infrastructure
Hands-on leadership style with comfort managing operational details while building strategic vision
Proven ability to make difficult personnel decisions and rebuild team performance in resource-constrained environments
Strong change management skills with experience driving organizational transformation
Excellent communication skills for managing diverse, international teams and establishing clear accountability
Able to communicate and manage upward with increasing levels of seniority
Preferred
Bilingual Spanish proficiency
ITIL or equivalent service management certification
Experience with ServiceNow and Atlassian JSM administration and workflow automation
Background in financial services or regulated industry environments
Benefits
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
Flexible time off for all full-time employees
Company
Blackhawk Network
Blackhawk Network, Inc. provides prepaid and payments products in the United States and Canada.
1001-5000 employees
H1B Sponsorship
Blackhawk Network has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (24)
2023 (37)
2022 (53)
2021 (37)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-01-01Post Ipo Equity
2013-04-19IPO
Leadership Team
Ron Pragides
Vice President of Engineering
Nik Sathe
Chief Product and Technology Officer
Recent News
EIN Presswire
2025-12-03
Business Wire
2025-12-03
Company data provided by crunchbase