Senior Manager, IT Service Management

Cornerstone Capital Bank is searching for a Senior Manager, Service Desk that is responsible for leading and evolving the organization's Service Desk function to deliver high-quality, efficient, and customer-focused IT support. This role oversees daily operations, drives continuous improvement, and ensures alignment with business objectives, regulatory requirements, and enterprise IT strategy. This leader will manage service delivery, team performance, and escalation processes while fostering a culture of accountability, responsiveness, and operational excellence.

Other duties include:

• Lead day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests
• Monitor ticket queues, SLA performance, and backlog management to maintain service levels
• Implement and enforce ITIL-based processes (Incident, Request, Problem, Change support)
• Ensure proper escalation management for high-priority incidents and outages
• Manage, mentor, and develop Service Desk supervisors and analysts
• Establish performance metrics, KPIs, and accountability standards
• Conduct regular performance reviews, coaching sessions, and training initiatives
• Ensure compliance with internal policies, audit requirements, and regulatory standards
• Manage Service Desk-related vendors and tools
• Partner with Infrastructure, Security, and Application teams to ensure service alignment

• 10+ years of IT support experience, with 5+ years in leadership/management
• Proven experience leading a Service Desk in a mid-to-large enterprise environment
• Strong knowledge of ITIL frameworks and ITSM tools (e.g., Freshservice, ServiceNow, Jira)
• Experience managing SLAs, KPIs, and service performance metrics
• Strong understanding of incident management and escalation processes
• ITIL Certification preferred
• Experience in banking or financial services environments
• Experience with identity platforms (e.g., Okta, Active Directory)
• Familiarity with audit, compliance, and regulatory requirements (FDIC, SOX, etc.)
• Experience with ITSM platforms (Freshservice, ServiceNow, etc.)