• Manager, IT Service Delivery

    Job Location US-TX-Richardson Operations Center
    Location: Address
    2350 Lakeside Blvd
    Information Technology
  • Overview

    At Texas Capital Bank, we are driven by a single-minded and unwavering mission: to serve business and the individuals who run them. We use a consultative approach and innovative technologies to develop new ideas that give the bank and our clients a competitive advantage. We partner with our customers to push the boundaries of what’s possible—together.


    Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, and we serve clients in a variety of industries from coast-to-coast. 

    We are on the Forbes Best Banks in America list, and were named a top place to work by The Dallas Morning News, Houston Chronicle and San Antonio Express-News. For further information, please visit us at www.texascapitalbank.com. 


    The Manager of IT Service Delivery will report to the Senior Vice President of IT Operations. In this role you lead the planning, support and delivery of all IT Service Delivery initiatives. This includes oversight of the service desk, application support, identity and access management as well as desktop support teams.


    • Provide management oversight for the following IT support personnel:
      • Service Desk Technicians
      • Application Support Analysts
      • Desktop Support Technicians
      • Identity and Access Management
    • Managing personnel, including hiring, training, scheduling, work assignments, and conducting performance evaluations
    • Manage the daily operations of a help desk and related support services
    • Monitor help desk metrics to ensure the delivery of quality and timely support
    • Provide escalation for high priority, long-running and complex support issues.  This may involve other IT teams and/or vendor engagement (for issues related to 3rd party solutions).
    • Identify and implement process improvements
    • Adhering to project implementation methodologies: requirements, scope, resource scheduling, milestones, deliverables, etc.
    • Must demonstrate strong sense of urgency regarding solving issue


    The duties listed above are the essential functions, or fundamental duties within the job classification.  The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.


    • Bachelor’s degree in information systems or related field preferred
    • 10+ years of experience working in IT required
    • 5+ years of experience working in a support position required
    • 5+ years of experience managing support teams consisting of technicians and analysts required
    • Technical proficiency with the following:
      • Understanding of multi-tier software applications consisting of web servers, application servers, database servers, and mainframe systems
      • Solving application problems using common troubleshooting techniques consisting of logs, traces, Windows Performance Monitor, etc.
      • Microsoft Office and other common business productivity software
      • Technical knowledge of desktop computers, printers and other accessories
    • Team resource management, motivation and leadership skills
    • Ability to make good judgments, decisions,  negotiate and  problem solve
    • Ability to understand and clearly communicate technical information to non-IT personnel and Senior leadership
    • Efficiently and effectively solve problems regarding system errors or usage issues
    • Implement processes and procedures to minimize downtime by allowing the teams to rapidly diagnose and resolve problems
    • Ability to perform after-hours work for scheduled and unscheduled maintenance



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