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. Primary Function Oversee and contribute with the IT desktop support and engineering groups by maintaining and improving the end user experience. Establish, maintain, and enforce SLAs within the group. Perform managerial duties such as project and task management, goal setting, mentoring staff, etc. Receive, prioritize, document, and actively resolve end user help requests within established SLA’s. Problem resolution using diagnostic and help request tools. Creating and updating a 12-month roadmap for technologies; Desktop Imaging, SCCM, vulnerability remediation, patching, OS upgrades, asset management, adopting new versions of software and overall focusing on improving the end user experience. Principal Duties Manage Desktop Support T1 & T2 teams, resolving day to day issues, ensuring each office receives the assistance they need, coordinating with facilities, and other groups. Manage Desktop Engineering focused on desktop and environment applications for software deployments, inventory, policies, automation, streamlining the end users onboard/offboarding experience and identifying areas of opportunity for improvement from Service Desk and Desktop Support. Hiring, training/development, goal setting and tracking, ensuring adequate coverage. Ensure productivity of employees and foster positive company culture of dedication & accountability Enforce, create, maintain, and add IT policies and procedures, as necessary. Work with IT Security/audit, Legal, Compliance to ensure sufficient levels of policies and procedures. Oversee and ensure proper purchasing of equipment, asset tracking, adherence and tracking of budget. Forecast and establish required budgets and cost tracking for assets by BU. Field, document, and process incoming communication (calls, web requests, instant messenger requests, emails, etc.) to ensure courteous, timely, and effective resolution of end user desktop and application issues. Coordinate and perform IT equipment moves of employees as requested by the business lines. Coordinate physical moves with vendors for larger moves. Familiar with ticketing and request management systems to ensure business and IT staff can easily and accurately have issues resolved within SLA’s. Coordinate and perform hands-on system modifications at the desktop level, including installing and upgrading software and hardware, implementing file backups, and configuring systems and applications. Follow all procedures and policies for the documenting and handling of support (incident and request) cases. This includes meeting established SLA’s, following all established security policies, accurate and timely logging of support tickets. Provide off-hour on-call support for critical issues that would negatively impact business operations and is responsible for on-call rotation schedules for the team. Review and provide input on analysis of trends in end user requests and incidents to determine improvements in case handling, software configuration or other root causes. Monitor and maintain inventory of computer equipment, parts, tools, and supplies. Utilize asset management systems to track inventory per guidelines. Provide facilities support for the local site which may require interactions with vendors and location landlord. Additionally, it may require staging and installing a variety of office furniture (desks, chairs, workstations, whiteboards, cubicles, etc.). Communicates with vendors, development, and other technical staff as necessary to complete each stage of the project life cycle. Follows all security guidelines and complies with all components of our privacy and security policies. Maintains complete and accurate records of all project work. Education and Experience Requirements College or university degree in the field of computer science, information technology or related field, or equivalent experience in the field 6 years end-user support experience. 4 years of desktop engineering experience Prior management experience Knowledge, Skill, and Ability Requirements Have working knowledge of Windows Desktop Operating Systems, networking, printers, and end user devices. Mac OS a plus. Strong data analysis skills – excel spreadsheets, pivot tables and organizing data to develop an action plan or look for trends or areas of improvement. Excellent verbal, written and customer service communication skills. Able to proficiently analyze and document customer requirements of varying complexity. Experience and knowledge with SCCM, Intune and other desktop software such as printer management and remote support tools. LANDesk, Altiris, Tivoli, or similar technologies are a plus. Flexibility, ability to change priorities quickly and capacity to handle multiple tasks are often required in this position Must possess both strong operations and IT mindset and have a working knowledge of Microsoft Office tools. Ability to work independently and in a dynamic environment but also be a team player. Highly self-motivated and directed. Proven problem-solving, analytical, and diagnostic skills. Ability to manage multiple priorities and follow through on projects to completion. ITIL training and certification. Knowledge of SCSM, ServiceNow or other ITSM Tools Work Conditions & physical requirements. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle computer components. Lifting, transporting, and installing moderately heavy objects (up to 50 lbs.), such as computers, peripherals, servers. Certain after hours/weekend support may be necessary for emergencies or projects Up to 10% travel to other company locations for projects & regular support While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. Company Perks: • 15 Paid Time Off (PTO) days and 18 after 1st anniversary! • 9 Paid Holidays • Casual Workplace • Employee Engagement Activities Company Benefits: • Medical (including Health Savings Account & Flexible Savings Account) • Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan • Performance-based Incentives • Pet Insurance • Advancement Opportunities Newrez NOW: • Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more • 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice • Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee • Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions Equal Employment Opportunity We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better. CA Privacy Policy CA Notice at Collection The right company in the right industry. In both good economic times and bad, people need homes - and mortgages to buy them. We help these people every day buy homes or refinance their current mortgage loans. In addition to offering an in-demand product, there are two things you should know about us: We value and reward entrepreneurial spirit, and we are growing. Few lenders are as innovative, as financially solid, as well managed and on track to become America’s leading lender as the Newrez Family of Companies. We deliver products and services that turn prospects into delighted customers —providing abundant opportunity for the great people who work here. These competitive advantages set us apart, and they’re why you can grow with us for the long term.