Service Desk Manager
Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow.
While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships.
Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO).
Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com.
Responsibilities
• Lead, mentor, and manage the L1 & L2 Service Desk Support teams to ensure high performance, accountability, and continuous improvement.
• Serve as the primary escalation point for complex technical issues and high-priority incidents.
• Oversee daily operations of the service desk, ensuring timely resolution of support requests and adherence to SLAs.
• Collaborate with IT leadership and business units to align support strategies with organizational goals.
• Develop and maintain documentation, policies, and procedures to support training, consistency, and compliance.
• Monitor and report on team performance metrics, identifying trends and areas for improvement.
• Coordinate and communicate effectively during major incidents, ensuring timely updates to stakeholders.
• Support the development and delivery of technical and soft-skill training programs.
• Act as a technical resource and advisor for the team and broader IT organization.
• Participate in strategic planning and contribute to the evolution of IT support services.
Qualifications
• 10+ years of experience in technical support, including 5+ years in a leadership or management role.
• Proven ability to lead high-performing teams in a fast-paced, customer-focused environment.
• Strong knowledge of IT service management (ITSM) principles and best practices.
• Advanced proficiency in Windows environments and common enterprise technologies.
• Excellent communication, interpersonal, and conflict resolution skills.
• Demonstrated ability to manage multiple priorities and make sound decisions under pressure.
• Strong sense of urgency and commitment to delivering high-quality service.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Flexibility to work shifts between 7:00 A.M. and 6:00 P.M., with occasional overtime and travel (up to 10%).
Preferred Qualifications
• ITIL certification or equivalent experience with ITSM frameworks.
• Experience with service desk platforms (e.g., ServiceNow, Jira Service Management).
• Familiarity with cybersecurity, infrastructure, or cloud support environments.
The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.
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