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Manager, IT Service Desk

Capital One
Plano, Texas, United States
Closing date
Sep 29, 2023

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Job Details

Locations: TX - Plano, United States of America, Plano, Texas

Manager, IT Service Desk

The IT Service Desk Manager is responsible for overseeing the daily operations of the IT Service Desk, including managing a team of IT Service Desk engineers, ensuring timely and effective technical support to internal customers, and ensuring high levels of customer satisfaction. The role requires strong leadership, technical knowledge, communication skills, and the ability to work in a fast-paced and dynamic environment.

  • Manage and lead a team of IT Service Desk engineers
  • Providing guidance and support as needed.
  • Ensure the team provides timely and efficient technical support to all customers, including troubleshooting, diagnosing, and resolving technical issues.
  • Monitor and manage the performance of the IT Service Desk team, ensuring all KPIs and SLAs are met or exceeded.
  • Develop and implement best practices and standard operating procedures for the IT Service Desk function.
  • Collaborate with other Service Desk managers, IT teams and departments to ensure seamless service delivery and customer satisfaction.
  • Manage customer expectations and ensure high levels of customer satisfaction through effective communication and issue resolution.
  • Develop and maintain relationships with key stakeholders across the organization, including business units, and other IT teams.
  • Identify areas for improvement in the IT Service Desk function and develop and implement strategies to address these areas.
  • Manage the IT Service Desk to ensure resources are effectively allocated and utilized.
  • Develop and maintain IT Service Desk reports and metrics, providing regular updates to key stakeholders.

Basic Qualifications:
  • Bachelor's degree
  • At least 7 years of experience in a technical support role
  • At least 3 years of experience in managing IT Operations teams
  • At least 6 years of Mac support experience
  • At least 6 years of experience troubleshooting Windows Operating Systems

Preferred Qualifications.
  • ITIL certification
  • 6+ years of Mac support experience
  • 6+ years of experience working and troubleshooting Windows Operating Systems
  • 4+ years experience managing IT Operations teams

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).


We Don’t Only Think Big Things—At Capital One, We Do Big Things.

You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.

Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.

Be inspired. Be yourself. That’s #LifeAtCapitalOne.

Creating a Culture of Belonging

At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.

We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.

We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:

Create a culture of belonging where everyone can thrive and innovate

Attract and develop talent from all backgrounds and experiences

Ensure our systems and programs promote fairness and equity

Get a career with more at Capital One.  Discover it for yourself today.

Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.


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