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BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.

About the job:

Role Overview

We are seeking a highly accomplished Service Desk Manager to lead and elevate our enterprise IT support function into a world-class, customer-centric operation. This role goes beyond traditional help desk management—focusing on delivering exceptional user experience, driving operational excellence, and aligning service delivery with broader business objectives.

The ideal candidate combines strong leadership, technical depth, and a passion for continuous improvement, leveraging data, automation, and best practices (e.g., ITIL) to transform service delivery.

Key Responsibilities

Strategic Leadership

• Define and execute the vision, strategy, and roadmap for the Service Desk aligned with organizational goals.

• Act as a key stakeholder in IT governance, service management strategy, and digital transformation initiatives.

• Build a high-performance culture focused on accountability, innovation, and customer satisfaction.

Operational Excellence

• Oversee day-to-day service desk operations, ensuring SLA and KPI targets are consistently exceeded.

• Implement and refine ITIL-based processes (Incident, Request, Problem, Knowledge Management).

• Drive continuous service improvement using metrics, analytics, and user feedback.

Customer Experience & Service Quality

• Champion a “white-glove” support model for executives and critical business functions.

• Develop and monitor customer satisfaction (CSAT), Net Promoter Score (NPS), and user experience metrics.

• Establish proactive communication strategies and service transparency.

Team Leadership & Development

• Lead, mentor, and develop a team of service desk analysts, supervisors, and leads.

• Foster career growth, training programs, and succession planning.

• Attract and retain top talent in a competitive market.

Technology & Innovation

• Drive adoption of modern service management tools (e.g., MC Helix/Remedy, Jira Service Management and other Microsoft and Google related technologies).

• Implement automation, AI-driven support (chatbots, virtual agents), and self-service capabilities using ChatGPT or Gemini

• Collaborate with infrastructure and application teams to reduce ticket volume through root cause resolution.

• Conduct weekly Change Management Meeting with the dev, infrastructure, security and service desk teams.

Vendor & Stakeholder Management

• Manage third-party vendors and outsourced service providers. Maintain asset inventory of both physical IT equipment and software.

• Partner with business units to understand needs and align service delivery.

• Present performance reports and strategic insights to senior leadership. Develop and present KPI’s during monthly IT management meetings.

Risk & Compliance

• Ensure adherence to security policies, compliance standards, and regulatory requirements.

• Participate in incident response for high-impact or critical outages.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).

• 8–12+ years of experience in IT support/services, with at least 3–5 years in a leadership role.

• Proven experience managing enterprise-level service desk operations.

• Strong knowledge of ITIL frameworks (ITIL certification preferred).

• Experience with leading ITSM platforms (e.g., ServiceNow, Remedy, Jira SM).

• Demonstrated success in driving service transformation and continuous improvement initiatives.

Key Competencies

• Executive presence and strong communication skills

• Data-driven decision making

• Customer-first mindset with a focus on experience

• Leadership and team development

• Change management and adaptability

• Ability to operate in high-pressure, mission-critical environments

What Sets This Role Apart

• Opportunity to shape a best-in-class, high-touch IT support function

• Direct exposure to executive leadership and strategic decision-making

• Ownership of innovation initiatives including automation, AI, and digital experience transformation

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

With respect to this position in our New York Office, the expected base salary ranges from $180,000 to $195,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.

*Employment eligibility to work with BBVA in the U.S. is required as the company will not pursue visa sponsorship for these positions

Legal requirements

It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information (41 C.F.R. 60-1.35 (c)).

Individuals with Disabilities

BBVA USA, BBVA Securities Inc., and BBVA S.A. New York Branch invite all interested and qualified applicants to apply for employment opportunities. If you are a U.S.-based job seeker with a disability who is unable to use our online tools to search and apply for jobs, please contact us by emailing: [email protected] or by calling toll-free (in the U.S.) 1-844-664-9275. Please indicate the specific type of assistance needed*.

*The disability access telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related or technical issues, will not receive a response.

EEO Statement

BBVA USA, BBVA Securities Inc., and BBVA S.A. New York Branch have a firm and unwavering policy to provide equal employment opportunity without regard to age, citizenship, color, disability, ethnic origin, gender, gender identity and expression, marital status, nationality, national origin, race, religion, sexual orientation, genetic predisposition, protected veteran status, or any other status or classification protected by federal, state or local law. This policy includes all job groups, classifications and organizational units. With regard to employment, this policy extends to applicants and covers our recruiting, hiring, promotion, transfer, demotion, discipline, termination, benefits, compensation and training practices as well as social and recreational activities.

View the "EEO is the Law" & "View the EEO is the Law Supplement Poster" poster. BBVA USA, BBVA Securities, Inc., and BBVA NY are equal opportunity and affirmative action employer.