Service Desk Manager: AI-Driven Ops Tier Team

Service Desk Manager

The Service Desk Manager at Lennar is responsible for the day-to-day leadership of the IT Service Desk team, ensuring the consistent delivery of high-quality technical support across the organization. This role oversees daily operations, applies industry‑standard KPIs, AI‑driven automation, and quality assurance programs to keep the team running efficiently. The Service Desk Manager builds and develops a high‑performing team and ensures service desk operations meet Lennar’s service standards and expectations.

• Lead, manage, and develop a large, high‑performance IT Service Desk team, including setting and enforcing performance management standards.
• Establish, monitor, and continuously improve industry‑standard KPIs including First Call Resolution (FCR), Average Speed of Answer (ASA), call handle time, and abandoned rate.
• Leverage AI tools to automate service desk tasks and improve operational efficiency.
• Manage a high‑volume Service Desk environment, ensuring timely and effective resolution of IT issues.
• Maintain and execute performance management standards in compliance with company standards.
• Execute controls and compliance requirements in alignment with company and regulatory standards.
• Implement and maintain security and social engineering protocols to protect the organization.
• Develop, implement, and maintain quality assurance standards across the service desk.
• Deploy and enhance self‑service capabilities to reduce ticket volume and improve user experience.
• Drive knowledge management practices including documentation creation and maintenance.
• Lead the operational cadence: daily management reports, ABD follow‑ups, attendance reporting, and recurring ticket hygiene.
• Produce and maintain Service Now dashboards and reporting to track team performance and service delivery.

• 5+ years of relevant IT support/service desk experience.
• Bachelor’s degree or equivalent; ITIL certifications preferred.
• Proven track record establishing and maintaining a service desk for large Fortune 500 companies.
• Documented experience leading large, high‑performance teams with performance management standards.
• Proven track record with industry‑standard KPIs including FCR, ASA, call handle time, and abandoned rate.
• Experience leveraging AI to automate service desk tasks.
• Proven track record managing teams in a high‑volume Service Desk environment.
• Ability to execute controls and compliance requirements.
• Familiarity with security and social engineering protocols.
• Proven track record implementing and maintaining quality assurance standards.
• Experience deploying and enhancing self‑service capabilities.
• Documented history of knowledge management and creation.
• Mastery of Service Now reporting tools or dashboards.
• Demonstrated ability to execute the lead operational cadence.

Attendance at the Dallas or Miami offices during regular work hours is an essential function of this job.

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well‑being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage. The 401(k) Retirement Plan includes a $1 for $1 Company Match up to 5%. Paid Parental Leave, an Associate Assistance Plan, an Education Assistance Program, and up to $30,000 in Adoption Assistance are also available.

New hires can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additional benefits include a New Hire Referral Bonus Program, significant Home Purchase Discounts, and the Everyone’s Included Day.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.