Manager, Service Desk

Location: Fort Washington

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

POSITION SUMMARY

The Manager - Service Desk is an accountable, hands-on technology leader responsible for the operational excellence, performance, and continual improvement of the Service Desk. This role demands a strong sense of ownership, independent decision-making, and a customer-first mindset. The manager ensures Level 1 support operations consistently deliver high-quality service, drive incident resolution, and enhance the overall support experience.

This position oversees team staffing, training, performance evaluations, knowledge management, and the optimization of tools-particularly Service Now-to increase automation, efficiency, and service reliability.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

• Leadership, Ownership & Accountability

• 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.

• Customer Experience Excellence

• 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.
• Maintain strong stakeholder relationships across business units to understand evolving needs and service expectations.

• Major Incident Management

• Ensure all teams are trained in incident response procedures and consistently follow defined ITIL-aligned practices.

• Service Now, Knowledge Management & Automation

• Drive improvements in ticket workflows, dashboards, reporting, and automation.
• Manage the Level 1 knowledge base: create, edit, publish, and enforce standards for high-quality knowledge articles.
• Identify automation opportunities (e.g., auto-routing, workflow efficiencies, self-service enhancements) to reduce manual effort and increase first-call resolution.

• Operational Management & Reporting

• Develop, maintain, and present meaningful reports, performance metrics, and operational analyses to measure Service Desk effectiveness.
• Manage small to medium initiatives with discipline and independence, ensuring deliverables are completed on time and aligned with departmental goals.
• Maintain strong process discipline and documentation across Incident, Request, Problem, and Change Management.

• Other Duties

• Communicate effectively across all levels of the organization.
• Ability to effectively and accurately convey information to others.
• Perform additional responsibilities as assigned by leadership.

Qualifications and Education Requirements

• 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 Service Now administration, reporting, workflow management, and automation highly preferred.
• ITIL knowledge preferred; experience leading incident or major incident processes strongly valued.

Skills, Abilities, and Knowledge

• Demonstrated ownership mentally to independently assess issues, make decisions, and drive actions to completion.
• Strong leadership skills with the ability to motivate and empower teams.
• Excellent verbal and written communication skills, including technical writing for knowledge documentation.
• Advanced analytical skills; able to leverage tools (e.g., Excel, Service Now reporting) to evaluate operational data.
• Proficiency in identifying service trends and implementing proactive improvements or automated solutions.
• 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.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:

While this description is…