Senior Manager Support Desk

BKV Corporation is a dynamic valuesdriven company with expertise in upstream unconventional oil and gas investments and production. We believe our focus on visionary strategy efficient execution and high-performing teams are key to creating long-term sustainable value and growth.

BKV Corporation is an equal opportunity employer. We value diversity and base all employment decisions on qualifications merit and business need.

JOB SUMMARY

The Senior Manager Support Desk is responsible for leading enterprise IT support operations ensuring exceptional customer experience service quality and operational excellence. This role oversees Help Desk Desktop Support and Managed Service teams while driving continuous improvement across Incident Request Problem and Major Incident Management processes.

The Senior Manager Support Desk develops high-performing teams leads digital transformation initiatives and partners with cross-functional and executive stakeholders to enhance technology adoption service delivery and overall business outcomes. This role demonstrates integrity accountability and transparency while upholding BKVs standards values and culture.

RESPONSIBILITIES

Typical job responsibilities of theSenior Manager Support Desk include but are not limited to:

• Lead and develop geographically dispersed Help Desk and Desktop Support teams including internal staff and managed service providers through coaching mentoring and performance management.
• Oversee service delivery for Help Desk and Field Support ensuring SLA achievement and a superior end-user experience.
• Foster a culture grounded in respect integrity collaboration accountability and continuous improvement.
• Own and manage IT Service Management (ITSM) processes including Incident Major Incident Request and Problem Management.
• Coordinate high-impact and major incidents ensuring timely resolution clear communication root cause analysis and executive-level updates.
• Lead structured problem-solving and corrective action programs including escalation reviews and cross-functional root cause analyses (TapRooT or equivalent).
• Ensure ITSM process documentation workflows and knowledge articles remain accurate relevant and continuously improved.
• Implement strategies to improve service quality reduce escalations and increase first-contact resolution.
• Drive system enhancements automation and optimization within ServiceNow and related platforms.
• Consolidate and modernize legacy knowledge bases into streamlined high-value content.
• Monitor support trends using analytics and reporting tools (e.g. ServiceNow Splunk BI dashboards) to proactively identify and prevent incidents.
• Design and deploy innovative service delivery channels including Tech Bars (Genius Desk) and virtual support models.
• Lead the strategy development and rollout of AI-enabled support and self-service solutions.
• Support mission-critical business functions including executive meetings board presentations call centers and large-scale company events.
• Present service health metrics insights and improvement initiatives to senior leadership.
• Partner with business stakeholders IT leadership vendors and managed service providers to align support strategy with organizational goals.

REQUIRED SKILLS

• Strong understanding of natural gas industry standards market trends emerging issues and regulatory requirements.
• Demonstrated success managing multi-tiered geographically distributed support teams and managed service providers.
• Advanced experience with ITIL practices and ITSM platforms (ServiceNow preferred).
• Proven analytical problem-solving and root cause analysis capabilities (TapRooT or equivalent).
• Strong written verbal and executive-level communication skills.
• Experience supporting enterprise environments during acquisitions integrations or large-scale transitions.
• Experience implementing automation AI support tools and virtual agent solutions.
• Leadership and management skills including the ability to influence outcomes develop talent and foster an inclusive workplace.
• Proficiency in Microsoft Office and job-related systems; ability to leverage digital tools to improve performance.
• Ability to work effectively in a fast-paced evolving environment.
• Strong organizational skills with advanced attention to detail and prioritization.
• Growth mindset with the ability to innovate adapt to change and demonstrate resilience.

EDUCATION & EXPERIENCE

• Bachelors degree in Information Technology Computer Science or a related field required (or equivalent combination of education and experience).
• 10 years of progressive IT experience including leadership roles in Help Desk Desktop Support IT Service Management or IT Operations.
• ITIL v4 Foundation certification required (or ability to obtain within a defined timeframe).

PHYSICAL DEMANDS / WORKING CONDITIONS

• Role is based in BKVs Fort Worth TX Office.
• Remote or hybrid work may be considered based on business needs and role requirements.

Travel:

• Occasional travel may be required (up to 10-20%).

Work Environment:

• Primarily office-based with standard business hours; extended hours may be required during major incidents system outages or critical business events.

Physical Demands

• • Ability to sit for extended periods of time.
  • Ability to operate a computer telephone and other office equipment.
  • Ability to occasionally lift carry push or pull up to 25 pounds.
  • Ability to communicate effectively both verbally and in writing.