Sr. Manager, IT Service Desk

Overview

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 . 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 leadershi...