Manager, Service Desk

Manager, Service Desk

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for an accomplished leader to drive excellence in our global Service Desk operations within the Payment Processing or Healthcare industry. This role is pivotal in ensuring the delivery of timely, high-quality, and scalable support services for internal employees and external customers. The ideal candidate will combine strategic vision with operational expertise, leveraging technology and data to transform the support experience.

We are looking for a Manager, Service Desk who will:

• Ensure timely, high-quality, and scalable support services for internal and external stakeholders.
• Manage and track KPIs and user experience metrics (CSAT, NPS/eNPS) to drive continuous improvement.
• Use analytics to identify systemic issues and prioritize preventive actions.
• Build strong relationships with senior leadership and cross-functional teams to align support strategies with organizational goals.
• Design and implement career pathing frameworks that align individual strengths with business needs, ensuring the right people are positioned for maximum impact.
• Directly manage a global team of remote Product Support Analysts, fostering a collaborative, high-energy culture across virtual channels.
• Develop and execute project plans for internal department efforts.
• Partner with other internal CSG teams to ensure the accuracy and timeliness of projects, issue resolution, and escalation responsiveness.
• Oversee service desk tools and platforms, ensuring optimal performance and scalability.
• Evaluate and implement innovative tools (AI-powered support, automation) to enhance operational efficiency and the user journey.
• Forecast call volumes, manage staffing needs, and adjust resources proactively.
• Ensure adherence to organizational policies, security standards, and regulatory requirements.

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor's degree in Computer Science, related field or equivalent experience.
• 5+ years in Service Desk or Call Center Operations, with at least 5+ years in a Service Desk Management role within Payment Processing or Healthcare industry.
• Strong understanding of ITIL framework and service management processes.
• Proven experience with service desk platforms.
• Ability to prioritize and manage multiple tasks in a fast-paced environment while inspiring and engaging remote teams.
• Commitment to delivering exceptional support experiences.
• Ability to project resource needs and plan appropriately to meet project and operational goals.
• Ability to analyze support metrics, identify performance gaps, and implement preventive measures.
• Ability to read, write, speak and understand the English language in a business environment.

CSGer Perks & Benefits:

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more! View More Benefits

Position Pay Range: This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience. $95,077.22-$152,123.54 This role is eligible for a bonus opportunity.

Location(s): United States Remote

Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

• Impact: Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.
• Integrity: Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect-that's just who we are.
• Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story: CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.

Our culture is award-winning: CSG has been recognized a US News & World Report "Best Companies to Work For" for 2025-2026, a Newsweek "America's Greatest Workplaces in Tech" for 2025 and "The Top Company in Technology for Women to Work" for 2025, among many others.