Service Desk Manager

Position Summary

This position reports to the Director, IT Service Management and is responsible for the Service Desk operations in an effort to support the business and IT roles within Purpose Financial. This role requires the successful candidate to quickly gain an understanding of the product architecture, support needs of the IT environment, and to liaison with other IT units to handle escalations, online support, event monitoring, and other responsibilities as assigned. This role will be a leader in the growing online support area of Purpose Financial, serving as the primary escalation point for the team, a key connector of systemic issues and trends, a champion of knowledge documentation, and a critical communicator between IT and business stakeholders.

Job Responsibility

Support

• Provide front-line and escalation support to customers in all business units.
• Serve as the primary escalation point for Service Desk team members, taking ownership of complex, high-priority, or unresolved incidents and driving them to resolution.
• Triage escalated tickets from IT and business teams, ensuring timely and effective resolution while communicating status throughout the lifecycle.
• Act as a subject matter expert and go-to resource for the team during challenging or novel support scenarios.
• Investigate and diagnose problems with end user hardware and software (laptops, desktops, printers, MS Office, etc.).

Documentation

• Create, maintain, and continuously improve knowledge base articles, runbooks, and solution guides for common and recurring issues — making self-service resources available to both the Service Desk team and end users.
• Document resolutions for escalated incidents and ensure findings are captured in a reusable, searchable format to reduce repeat handling time.
• Own the quality and accuracy of the IT Service Desk knowledge base, conducting periodic reviews to ensure content remains current and relevant.
• Develop and maintain process documentation, SOPs, and onboarding guides for the Service Desk team.
• Maintain documentation and scheduling information for Service Desk operations.

Job Responsibilities Cont.

Stakeholder Communication

• Serve as a key communicator between the IT Service Desk and business stakeholders — proactively sharing updates on ongoing issues, outages, and resolutions.
• Provide clear, timely, and audience-appropriate communications to impacted users and leadership during major incidents or service disruptions.
• Attend and facilitate meetings with business units, IT leadership, and vendor partners as needed.
• Prepare and present regular reports on Service Desk performance, incident trends, and improvement initiatives to the Director of IT Service Management.
• Act as a liaison with other IT units regarding end user hardware and software recommendations.

Issue Trend Analysis & Problem Management

• Analyze incident and service request data to identify recurring issues, patterns, and root causes — connecting the dots across tickets to surface systemic problems before they escalate.
• Partner with IT teams to drive Problem Management activities, including root cause analysis (RCA) and permanent fix implementation.
• Monitor and evaluate the volume, frequency, and nature of tickets to identify service gaps, training opportunities, or infrastructure improvements.
• Proactively communicate identified trends and recommended corrective actions to leadership and relevant teams.
• Identify opportunities for improvement in support of end users and propose actionable solutions.

Influence

• Propose upgrades and support options to improve the customer experience and team efficiency.
• Mentor and coach team members to reach the next level of skill and performance.
• Champion a culture of continuous improvement, accountability, and knowledge sharing within the Service Desk.

Drive

• Take ownership of support issues and push them to resolution.
• Take ownership of specific projects and drive them to completion.
• Lead by example in demonstrating urgency, thoroughness, and professionalism.

Maintain

• Maintain and manage required metrics using Centrical, PerformLine, and other tools as necessary.
• Own the quarterly inventory process for the warehouse.

Accountability

Understand, adhere to, and enforce all corporate policies including, but not limited to, Code of Ethics and Information Security Policies.

Education Required

Bachelor's Degree or relevant experience. Industry certifications in IT hardware and software or equivalent experience.

Experience Required

5–7 years of experience in IT including product support in the online space. 5-7 years of experience handling desktop and hardware support. Familiarity with basic networking, Windows, Mac, tablets, and mobile devices. Experience in the lending and loan servicing industry required. Knowledge of Point-of-sale systems preferred.

Knowledge Required

Excellent written and verbal communication skills as needed to communicate in person, by phone, and through email. Demonstrated ability to document technical solutions clearly for both technical and non-technical audiences. Proven experience serving as an escalation point for IT support teams. Strong analytical skills to identify incident patterns, trends, and root causes. Adaptability and flexibility in a changing environment; comfortable working in a dynamic, high-volume, fast-paced setting. Deep knowledge and experience of IT Service Management, Change Management, and ITIL practices. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Proficiency in Microsoft Office and other back-office software. Ability to understand and ensure compliance with policies, procedures, and laws governing the industry and business. Ability to understand the management of enterprise systems and change tracking. Ability to quickly gain a detailed understanding of loan processing and management systems, as well as production and test environment infrastructure. Ability to develop and maintain positive business relationships. Highly organized with strong multi-tasking ability.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

As needed, from 0% to 25% depending on the needs of the business.

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check. Willing to work after hours, overtime, on-call, and weekends as needed.