IT Helpdesk Manager - Keller Mortgage

WHO WE ARE: ONE TEAM. ONE MISSION. kwx is an integrated homeownership experience company that puts Keller Williams real estate agents at the center of its world. The spectrum of Keller Williams Realty Inc., Keller Williams Worldwide, Keller Mortgage, Keller Covered, Keller Offers and Keller Manage, provides agents with a seamless experience so they can offer their clients an integrated homeownership experience. Our technology, training and resources give agents more time to build meaningful client relationships. Every team member is a valued part of one team driven by one mission: to serve agents so they can serve their clients. We’re committed to listening, learning, and responding to our team members and to making kwx and its family of companies a truly great place to work. Working with kwx is a win-win for agents, their clients and our kwx team.   OUR HISTORY. In 1983, Keller Williams was a rebel upstart fueled by Gary Keller’s philosophy of “people helping people” and a win-win culture. Its enduring belief system, WI4C2TES (Win-win, Integrity, Customers, Commitment, Communication, Creativity, Teamwork, Trust, Equity, and Success) keeps them anchored in doing the right thing. The company started to fuel entrepreneurial agents’ success, so agents can serve their clients like no others in the industry.     As Keller Williams grew to a market-leading organization, its culture spread, as did the commitment to give agents the training and tools to grow their businesses and profits. Keller Williams’ proud past set a foundation for a bright future.     As time went on, Keller Williams expanded its offerings to support their agents. While it started with Keller Williams Realty, Inc., it soon expanded with Keller Williams Worldwide and then added supporting services including Keller Mortgage, Keller Covered, and Keller Offers. In 2020, the concept of One Co., integrating all companies for a homeownership experience, took hold and kwx was launched.    OUR LEADERSHIP. Carl Liebert, a proven executive leader with 30 years of experience leading customer-driven transformations and developing strategic, operational and process excellence within retail organizations joined kwx as CEO in October 2020.   “The opportunity to work within a culture-first organization like KW is a natural fit with my personal and professional values. Our shared passion and commitment to delivering world-class customer experiences at scale made the opportunity to learn and lead alongside Gary Keller a compelling opportunity,” Liebert said. “KW has the market share, the vision and leadership, and unwavering commitment to keep the agent at the center of the holistic homeownership experience.”   Liebert’s focus for the kwx leadership team is to integrate the organization into one team with one mission; grow, engage, and retain the largest, most inclusive agent base; build the best-in-class data strategy and tech platform; build ancillary services and create a superior client experience across the ecosystem.    As a part of the team, you can bring that vision to life. You can guide a team with a greater purpose. You can contribute to agents staying ahead of the game—giving agents what they need to be more efficient, productive, and relevant than the competition.    KELLER WILLIAMS CORE VALUES RESPONSIBILITY: Every member of the Keller Williams leadership team is responsible for leading and modeling diverse, equitable, and inclusive practices in the workplace relative to hiring, promoting, paying, and managing people. Leaders are expected to treat all people with civility, respect, and dignity and demonstrate the 10 core values that form our belief system. As Manager of IT Helpdesk Support, you will own the day-to-day operations of the Keller Mortgage Helpdesk team, including scheduling, hiring, and performance. You will oversee the ticket queue while streamlining team workflows and helping your technicians develop the skills to succeed, both in their current roles and desired career paths. You will work closely with Tech Ops leadership to establish new policies, metrics, and departmental programs, including managing onboarding and procurement for a series of new Joint Venture (JV) partnerships throughout the year. Another core part of the role will include supporting thin clients in a virtual environment (VMware), in addition to laptops and standard office hardware. kwx is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. kwx recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, national origin, genetics disability, age, veteran status, or other protected status as required by applicable law. All qualified applicants will receive consideration for employment.   We consider the health and safety of our team members to be of paramount importance. Therefore, the Company’s COVID-19 Vaccination Policy applies to all team members who physically work in the Austin, TX or Dublin, OH offices. It does not apply to team members who are working remotely (unless they come into the Company’s offices, in which case, this policy applies).