Sr. Manager, IT Service Desk

About Blackhawk Network

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

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.

• 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

• 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 Service Now 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

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent experience
• 10+ years leading service desk or technical support…