Application Helpdesk Team Lead

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!