What are the responsibilities and job description for the Service Desk Manager position at Ascent Ready Talent Capital?
The Service Desk Manager is responsible for leading and managing the service desk department that provides support and assistance to our employees (both field and corporate) nationwide. This role ensures the delivery of high-quality, efficient, and customer-focused support services to branches, enabling them to effectively serve their clients and grow their businesses. The Service Desk Manager serves as the operational backbone for technology incident response, service request trend analysis, and cross-functional collaboration — working closely with operational departments to identify root causes, drive remediation strategies, and deliver an exceptional support experience at every touchpoint.
Key Responsibilities
Service Desk Operations
- Own service desk processes, SLAs, and knowledge base — ensuring consistent, high-quality support for field and corporate employees nationwide.
- Monitor and report on key performance metrics: first contact resolution, time to resolution, incident recurrence, and customer satisfaction.
Incident Response & Root Cause
- Own the full incident lifecycle — triage, escalation, resolution, and post-incident review — with defined severity classifications and response time standards.
- Analyze service request and incident trends to identify systemic issues; partner with operational departments on root cause analysis and remediation strategies.
Stakeholder Engagement
- Build trust-based relationships with branch offices and operational teams; position the service desk as a collaborative partner, not a gatekeeper.
- Implement feedback mechanisms to capture branch and employee sentiment and close experience gaps.
Team Leadership
- Manage, mentor, and performance-manage a team of Service Desk Associates; set expectations, conduct reviews, and develop talent.
- Manage the service desk budget across staffing, technology, and infrastructure.
Requirements
Required
- 5 years of service desk experience; 2 years in a management role.
- Proficiency with ticketing systems, help desk software, and remote support tools.
- Data-driven approach to performance management, trend analysis, and continuous improvement.
- Experience with incident management, problem management, and knowledge management practices.
Preferred
- Background in financial services or mortgage lending.
- Familiarity with mortgage lending processes, regulations, and compliance requirements.
Salary : $95,000 - $105,000