Lead daily Service Desk operations with a strong emphasis on ownership, independence, and accountability for outcomes.
Hire, train, coach, and performance-manage staff to ensure a culture of customer-first support and continuous improvement.
Act as the escalation point for operational or customer issues, driving swift resolution with minimal supervision.
Model and enforce a high-touch customer service standard that leaves every customer feeling supported and valued.
Develop and implement customer-focused service strategies, including service quality monitoring and targeted coaching.
Drive improvements in ticket workflows, dashboards, reporting, and automation.
Develop, maintain, and present meaningful reports, performance metrics, and operational analyses to measure Service Desk effectiveness.

Bachelor’s degree preferably in Technology, required.
6–8 years of experience in technology operations, including direct Service Desk or Help Desk leadership.
Strong experience with ServiceNow administration, reporting, workflow management, and automation highly preferred.
ITIL knowledge preferred; experience leading incident or major incident processes strongly valued.
Demonstrated ownership mentally to independently assess issues, make decisions, and drive actions to completion.
Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Ability to collaborate across teams while being highly self-directed.

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Service Desk Manager

Key skills