Application Helpdesk Team Lead - Remote

Overview

The Application Help Desk Team Lead is responsible for providing technical assistance and support related to computer applications, overseeing the workflow of the Application Help Desk Specialists, and serving as an escalation point for complex application support.

In Short

• Oversee the day-to-day workflow of the Application Help Desk team.
• Serve as the escalation point for complex application support.
• Manage ticket queues and ensure timely addressing of support requests.
• Identify training opportunities and assist in creating training materials.
• Conduct quality control audits on helpdesk tickets.
• Assist with employee onboarding and general support tickets.
• Identify and develop process improvements within the team.
• Report and manage support issues with Ellie Mae.
• Other duties as assigned.

Requirements

• Three years of 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 with company match.
• Company-provided life insurance.
• 8 paid holidays.
• Eligibility for a discretionary bonus.
• And more!