Help Desk Manager

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

Manage the internal help desk staff and the activities associated with the identification, prioritization, and resolution of reported IT problems. Ensure that all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately. May maintain responsibility for development, maintenance, and integrity of help desk software.

HOW YOU’LL CONTRIBUTE

• Manages all activities related to Help Desk services and procedures.
• Set Help Desk standards and develop guidelines, as well as help department interpret policy.
• Responsible for recognizing, identifying, isolating and resolving problems with information systems products and services.
• Monitor the development and maintenance of a problem resolution knowledge base.
• Ensure that problems are identified and resolved in a timely manner.
• Interact with appropriate technical, professional or service personnel to resolve continuing problems and
• Must be technically competent to the ultimate escalation point for all issues.
• Ensure adherence to company procedures and processes by all team members.
• Provide reports to management on the performance of the help desk. Provide solutions for improvements and opportunities for cross-department training and collaboration.
• Responsible for the management, coaching and development of the department Supervisors, Team Leads, and the technicians on the Help desk Department.
• Required to perform duties outside of normal work hours based on business needs.
• Other duties as assigned

WHAT YOU’LL BRING

Required Education, Experience, Certification/Licensure

• Bachelor’s degree or equivalent combination of education and experience.
• 3-5 years of demonstrated supervisory/management skills.
• 8+ years of IT support experience
• Demonstrated success of establishing, leading, and maintaining effective working relationships at the departmental level.
• Must have Call Center Experience
• Help Desk 2000 Certification as CHDP (Certified Help Desk Professional) preferred

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Must be able to maintain employee morale under adverse situations.
• Must have strong verbal and written communication skills.
• Must be knowledgeable in standard call center metrics and SLAs.
• Must be well organized and able to handle multiple tasks.
• Must be a team player and be able to work in a fast-paced environment.
• Ability to support end user issues with Microsoft Office and internal company software.
• Working knowledge of TCP/IP and Internet connectivity
• Appropriate demeanor and skills to function as the Customer point of contact for status discussions, management meetings and other required Customer interactions.
• Broad range of network, desktop and mainframe knowledge is required.

COMPLEXITIES & IMPACT

• Provide input to and develop operational plans and activities for department.
• Work with senior level management to ensure plans are integrated with broader strategies.
• Provide input into strategic functional planning. Set and achieve function

SUPERVISION RECEIVED OR EXTENDED

• Supervise the activities and performance of Supervisors and Team Leads in the department. Responsible for a staff up to 15.

The pay range for this role is $86,675.00 - $115,550.00

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.