Application Helpdesk Team Lead
Benchmark Mortgage
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Salary
💰 $100,000 - $120,000 per year
Job Level
About the role
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Information Technology Help DeskEncompass LOSZendeskticket managementquality control auditsprocess improvementstraining material creation
Soft Skills
team managementcommunicationproblem-solvingorganizational skillscoaching
Certifications
Associate’s degree in computer science