Service Desk Manager

2 months ago

Brookfield, United States Novus Home Mortgage Full time

Summary:

The Service Desk Manager is responsible for leading and managing the Service Desk department, which provides support and assistance to our employees (both field and corporate) nationwide. This role ensures the delivery of high-quality, efficient, and customer-focused support services to branches, enabling them to effectively serve their clients and grow their businesses. The Service Desk Manager collaborates across the organization to understand the priorities, impact, and complexities of service requests and how best to facilitate the fulfillment of those requests.


Please note that this role is in-office M-Th in Brookfield, WI with the option to work remotely on Friday. This is a requirement for this position.


Duties and Responsibilities:

  • Develop, implement, and continuously improve service desk processes, procedures, and policies to ensure consistent, high-quality support for the field and corporate employees.
  • Manage a team of service desk analysts, providing leadership, guidance, and coaching to ensure their professional development and optimal performance.
  • Establish and maintain service level agreements (SLAs) with branches and corporate departments, ensuring support services are delivered within agreed-upon timeframes and quality standards.
  • Monitor, analyze, and report on key performance metrics, such as first contact resolution rate, average time to resolution, and customer satisfaction scores, to identify areas for improvement and demonstrate the value of the Service Desk.
  • Collaborate across all corporate departments to resolve complex issues, implement new technologies, and ensure seamless support for field and corporate employees.
  • Manage the service desk budget, including staffing, technology, and infrastructure investments, to ensure cost-effective operations and optimal resource allocation.
  • Develop and maintain a comprehensive knowledge base and self-service technology to enable employees to find answers to common questions and resolve issues independently and quickly.
  • Stay up-to-date with industry trends, best practices, and emerging technologies related to service desk operations and mortgage lending to drive continuous improvement and innovation.
  • Foster a culture of exceptional customer service, ensuring the service desk team prioritizes branch satisfaction and builds strong, collaborative relationships with branches.


Supervisory Responsibilities:

  • This position has supervisory responsibilities over the team of Service Desk Analysts.


Qualifications:

  • 3+ years of experience on a Service Desk with 1+ years of managing a service desk, preferably in the financial services or mortgage lending industry.
  • Strong leadership skills with the ability to motivate, develop, and manage a high-performing team.
  • Deep understanding of service desk best practices, processes, and technologies, including incident management, problem management, and knowledge management.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with branches, operational staff, and other stakeholders.
  • Analytical and problem-solving skills, with the ability to use data and metrics to drive decision-making and continuous improvement.
  • Familiarity with mortgage lending processes, regulations, and compliance requirements.
  • Experience with help desk software, ticketing systems, and remote support tools.
  • Ability to quickly adapt and take on new challenges.

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