Home
Jobs
Saved
Resumes
Application Helpdesk Team Lead at Benchmark Mortgage | JobVerse
JobVerse
Home
Jobs
Recruiters
Companies
Pricing
Blog
Jobs
/
Application Helpdesk Team Lead
Benchmark Mortgage
Remote
Website
LinkedIn
Application Helpdesk Team Lead
Texas, United States of America
Full Time
2 weeks ago
$100,000 - $120,000 USD
No H1B
Apply Now
About this role
Role Overview
Oversee the day-to-day workflow of the Application Help Desk team.
Serve as the escalation point for the Application Help Desk Specialists and end users seeking complex application support.
Escalate issues to the Training and Application Support Manager according to support processes.
Oversee the ticket queues and ensure support requests are all addressed timely and efficiently.
Identify training opportunities through help desk activity and assist with the creation of training materials (reference guides, coaching, etc.).
Complete quality control audits on helpdesk tickets to ensure company standards are met.
Assist IT Help Desk with employee on-boarding, off-boarding, and general support tickets.
Assist with the identification and development of process improvements within the Application Help Desk.
Report and manage support issues with Ellie Mae.
Other duties as assigned.
Requirements
Three years of Information Technology (IT) Help Desk experience required.
Experience with Encompass LOS required.
Experience with Zendesk preferred.
Prior management experience preferred.
Associate’s degree in computer science or equivalent experience required.
Benefits
Medical, dental, and vision insurance
Short-term and long-term disability
401(k) and Roth 401(k) plans and Company match
Company-provided life insurance
8 paid holidays AND MORE!
Apply Now
Home
Jobs
Saved
Resumes