Service Desk Manager

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 Do Lead, 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 Fit A 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 ServiceNow reporting tools or dashboards Demonstrated ability to execute the lead operational cadence Benefits 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 #J-18808-Ljbffr Lennar Homes