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Service Desk Manager
Job in
Miami, Miami-Dade County, Florida, 33222, USA
Listed on 2026-06-21
Listing for:
Lennar Homes
Full Time
position Listed on 2026-06-21
Job specializations:
-
IT/Tech
HelpDesk/Support, Systems Administrator
Job Description & How to Apply Below
Role Overview
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.
What You Will DoLead, manage, and develop a large, high‑performance IT Service Desk team, establish and monitor industry‑standard KPIs, leverage AI tools to automate service desk tasks, and manage a high‑volume Service Desk environment.
Why It Might Be a FitA career with purpose, built on making dreams come true, with a focus on making an impact and creating an extraordinary experience for Homeowners, Communities, and Associates.
Requirements- 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
- Robust health insurance plans
- 401(k) Retirement Plan with $1 for $1 Company Match up to 5%
- Paid Parental Leave
- Associate Assistance Plan
- Education Assistance Program
- Adoption Assistance up to $30,000
- Up to three weeks of vacation annually
- Holiday, Sick Leave, and Personal Day policies
- New Hire Referral Bonus Program
- Home Purchase Discounts
- Unique opportunities such as the Everyone’s Included Day
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