HR Service Desk Manager 

Do you want to assist people in defining and achieving a meaningful career? Bring your human resources talent to HomeServices of America, the nation’s largest home ownership services company! We are seeking a self-motivated, action-oriented individual with experience in the HR Service Center / Call Center space. We are a national company with a wonderful mission – making homeownership dreams come true. We are the parent company for over 40 top-name real estate brokerages and related mortgage, settlement services, insurance and relocation companies. As an affiliate of Berkshire Hathaway, we take pride in our commitment to excellence, ethics and integrity in all we do and have a goal to be a place where everyone feels at home: welcomed, accepted, respected and valued.

Who We Are

HomeServices of America, a Berkshire Hathaway affiliate, is the holding company for top-name real estate brokerages and home ownership services companies from coast-to-coast, including Minnesota market leader Edina Realty. With roots in residential real estate, our family of brokerage, mortgage, title and escrow, third-party relocation, insurance companies and franchise networks comprise an enterprise that garners respect throughout the industry. As our company innovates and positions for the future, we are creating a new shared services organization which will provide exceptional delivery of support services to our entire family of companies.

Our Culture

Teamwork is intrinsic to what we do and why we do it. We are accountable to each other – and support one another. We provide opportunities to grow, learn, add value and thrive – while also achieving new levels of performance. We treat all with appreciation, dignity, and respect. It is through diverse and inclusive hiring, decision-making, and commitment to our employees and partners that we will continue to build and deliver world-class solutions for our customers.

HomeServices of America is looking for an HR Service Center Manager to build and lead an HR Service Center / Service Desk that will support 6,000 US employees. Reporting to the Director of HR Operations, you will be responsible for building and managing HR service desk operations, ensuring efficient support, and outstanding employee experience. This role involves leading a team of service desk representatives, streamlining HR processes, and maintaining high-quality service delivery.

What you will be doing

• Lead and manage a team of HR service center/service desk representatives, providing guidance, support, and regular performance feedback.
• Develop and implement training and QA programs to enhance the team's skills and knowledge.
• Ensure excellent customer service and resolution of HR-related inquiries, concerns, and issues.
• Establish and maintain service level agreements (SLAs) to meet response and resolution times for HR-related queries and issues.
• Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Continuously assess and improve service desk processes and workflows, leveraging technology and automation where appropriate.
• Implement self-service tools and resources to empower employees to find answers to common HR questions.
• Maintain the confidentiality and security of sensitive HR data and information.

Basic Qualifications

• Bachelor's degree or equivalent experience
• 7 years of HR experience
• 1-3 years of supervisory experience
• Familiarity with the HR Service Delivery model
• Strong knowledge of HR processes and policies
• Excellent leadership and team management skills
• Exceptional communication and interpersonal skills
• Proficiency in HRIS (Human Resources Information System) and ticketing systems
• Strong problem-solving and analytical abilities
• Knowledge of data privacy and compliance regulations
• Continuous improvement mindset and the ability to adapt to evolving HR technologies and practices.

Preferred Qualifications

• HR certification (e.g., PHR, SPHR, SHRM-CP, or SHRM-SCP).
• Demonstrated success in establishing a shared service center environment.
• Experience with implementing self-service HR solutions and automation.

What is in it for You?

• Opportunities for career growth and advancement
• Professional development 
• Team collaboration
• Great benefits package – including 401K with a match
• Our new Shared Success Center is now open in Eden Prairie, MN. Our location features many modern amenities, on-site gym, café, access to onsite parking (covered) and public transit, plus an opportunity for hybrid work arrangements!

Equal Employment Opportunity

No agencies please! HomeServices does not accept unsolicited resumes from outside agencies. We maintain a small group of preferred agencies that we will use if appropriate. Thank you for your cooperation.