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 will be responsible for half 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 and leveraging A.I. solutions. Our Service Desk team of approximately 25 people handles 4,000+ monthly tickets globally; you'll focus on our US and El Salvador operations, establishing comprehensive performance metrics, partnering with 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, you identify optimization opportunities everywhere and have the leadership skills to transform those insights into measurable business improvements that benefit both customers and the organization. 

Position is located in Coppell, Texas. Must be able to come into the office 2x a week.

Management & Service Desk Operations 

• 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 

• Other Assigned Duties 

AI-Driven Automation & Process Excellence 

• 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 

Education & Experience 

• 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 

Technical Skills 

• A.I. & Automation: Strong working knowledge of low-code automation platforms such as Atlassian, Workato, Okta Workflows; experience creating and implementing ticket deflection programs 

• ServiceNow: 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 

• Enterprise 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, and Workato 

• Operating Systems: Advanced knowledge of Windows 11 and MacOS configuration, troubleshooting, and support 

• Documentation & Knowledge Management: Experience with documentation systems and knowledge management platforms 

• ITIL & 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 infrastructure 

Leadership & Management Skills 

• 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 Qualifications 

• 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 

Pay 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.