![Novus Home Mortgage](https://media.trabajo.org/img/noimg.jpg)
Service Desk Manager
2 months ago
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.
-
Service Desk Manager
2 months ago
Brookfield, United States Novus Home Mortgage Full timeSummary: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...
-
Front Desk Supervisor
2 months ago
Brookfield, United States CSM Corporation Full time** Front Desk Supervisor** **Job Category****:** Front Office **Requisition Number****:** FRONT03696 Showing 1 location **Job Details** **Description** This position is responsible for the supervision of front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following CSM high...
-
Front Desk Agent
3 months ago
Brookfield, United States Residence Inn Milwaukee Brookfield Full timeDescriptionFor some, traveling and being away is fun; however, many travelers miss being home. Our Front Desk team makes our hotel feel like home. As a Front Desk Agent, your contribution helps ensure guests have an enjoyable and comfortable stay.What will I be doing?You would be responsible for taking care of our guest during their stay. You are the main...
-
Front Desk Agent
3 months ago
Brookfield, Wisconsin, United States Residence Inn Milwaukee Brookfield Full timeFor some, traveling and being away is fun; however, many travelers miss being home. Our Front Desk team makes our hotel feel like home. As a Front Desk Agent, your contribution helps ensure guests have an enjoyable and comfortable stay.What will I be doing?You would be responsible for taking care of our guest during their stay. You are the main hub of...
-
Front Desk Agent
6 days ago
Brookfield, United States CRESCENT HOSPITALITY CORP Full timeJOB REQUIREMENTS: Description For some, traveling and being away is fun; however, many travelers miss being home. Our Front Desk team makes our hotel feel like home. As a Front Desk Agent, your contribution helps ensure guests have an enjoyable and comfortable stay. What will I be doing? You would be responsible for taking care of our guest during their...
-
Disclosure Desk Associate
3 weeks ago
Brookfield, United States Novus Home Mortgage Full timeSUMMARY: The Disclosure Desk Associate organizes and completes all of the disclosing activities for all loan files and assists in other compliance-related activities. This role reports to the Closing Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES:Review new files submitted for disclosure within 2-4 hours of receipt. Ensure that all required regulatory and...
-
Dental Front Desk Receptionist
3 months ago
Brookfield, United States The Fun Kids Dentist Full time $19 - $24The Fun Kids Dentist is seeking a positive and professional Front Desk Receptionist to add to our team! The Front Desk Receptionist is responsible for a variety of administrative tasks to aide in the effective functioning of our dental office. This individual would be responsible for working with patients/families as they present to the clinic for...
-
Help Desk Support Technician
1 month ago
Brookfield, United States ROM Technologies, Inc. Full timeAbout Our Company:ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of...
-
Help Desk Support Technician
1 month ago
Brookfield, United States ROM Technologies, Inc. Full timeAbout Our Company:ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of...
-
Disclosure Desk Associate
3 weeks ago
Brookfield, United States Novus Home Mortgage Full timeSUMMARY: The Disclosure Desk Associate organizes and completes all of the disclosing activities for all loan files and assists in other compliance-related activities. This role reports to the Closing Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES:Review new files submitted for disclosure within 2-4 hours of receipt. Ensure that all required regulatory and...
-
Front Desk Receptionist
3 months ago
Brookfield, United States Elite Sports Clubs Full timeAre you ready to join the Elite Sports Clubs family? We're more than just a gym - we're a premier family fitness and tennis club in Greater Milwaukee. We're always looking for exceptional team members who embody our Core Values of Professionalism, Ownership, Team, Quality, and Celebration. If you're friendly, highly motivated, and passionate about fitness,...
-
Member Services Associate
4 days ago
Brookfield, Wisconsin, United States The Regional YMCA Of Western Connecticut Full timePosition OverviewUnder the direct guidance of the Membership Director, the Member Services Associate is tasked with delivering exceptional service to members at the front desk, possessing comprehensive knowledge of the YMCA's mission, core values, programs, and operational procedures. It is essential to maintain accuracy in all financial transactions and...
-
Front Desk Receptionist
3 months ago
Brookfield, United States Elite Sports Clubs Full timeJob DescriptionJob DescriptionAre you ready to join the Elite Sports Clubs family?We're more than just a gym - we're a premier family fitness and tennis club in Greater Milwaukee. We're always looking for exceptional team members who embody our Core Values of Professionalism, Ownership, Team, Quality, and Celebration.If you're friendly,...
-
Customer Service Representative
5 days ago
Brookfield, Wisconsin, United States Crescent Hotels and Resorts Full timeAbout the Role:We are seeking a skilled and friendly Front Desk Agent to join our team at Crescent Hotels and Resorts. As a key member of our hotel's operations, you will play a vital role in ensuring our guests have an exceptional stay.Key Responsibilities:Provide exceptional customer service to guests, responding to their needs and resolving any issues in...
-
Early Morning Membership Services Associate
3 days ago
Brookfield, United States The Regional YMCA Of Western Connecticut Full timePOSITION OVERVIEW: This role is integral to the mission of the Y, a prominent nonprofit organization dedicated to enhancing community through youth development, health initiatives, and social responsibility. The Membership Services Associate at the Regional YMCA of Western Connecticut actively promotes a cause-driven environment that is inclusive, authentic,...
-
Sr Support, Service Management
1 day ago
Brookfield, United States BetaNXT Inc Full timeJob DescriptionJob Description Level: Senior Support, Service ManagementTitle: TOC Support Engineer About BetaNXTBetaNXT is a leading provider of frictionless wealth management infrastructure, real-time data solutions, and an enhanced advisor experience. We invest in platforms, products, and partnerships to accelerate growth for the ecosystem we serve. Our...
-
Membership Service Representative
1 month ago
Brookfield, United States The Regional YMCA Of Western Connecticut Full timeJob DescriptionUnder the direct supervision of the Membership Director, the Member Service Representative is responsible for top quality member service at the front desk with a complete knowledge of the YMCA mission, character counts, programs, and operations. Accuracy in all areas of monetary transactions and computer input must be insured, along with...
-
Client Service Manager
2 weeks ago
Brookfield, United States Quad Full timeJob DescriptionAs a global marketing experience company, Quad’s goal is to help our clients win every day. We use our data-driven integrated marketing and manufacturing platform to streamline solutions for our clients, reduce friction and enhance their marketing spend effectiveness. We’ve built a rich legacy by believing in our people, allowing them to...
-
Client Service Associate
1 week ago
Brookfield, United States Stifel Full timeSummary The Client Services Associate assists one or more Financial Advisor(s) (FA(s)) with the opening and maintenance of client accounts and records, performs a wide variety of administrative support duties, including but not limited to, word processing, preparing mailings, filing, answering the phone, obtaining approvals for FA(s) communications and...
-
Pool Services Manager
5 days ago
Brookfield, Wisconsin, United States Elite Sports Clubs Full timeJob SummaryWe are seeking a highly skilled and experienced Pool Services Manager to oversee the operations of our aquatics programs and facilities at Elite Sports Clubs. The successful candidate will be responsible for ensuring a safe, professional, and engaging environment for all members and guests, managing lifeguards, swim instructors, and other aquatic...