Manager Information Technology - Enterprise Support

Summary

The Manager Help Desk supports the IT Department within the LLN organization by managing the Service Desk, Desktop Support and Asset Management. This also includes Fax, Print and other end user services. Enterprise Support is the face of IT. This is a department that is focused on customer service and the end user experience.

Essential Functions

Manage the daily operations of the Service Desk across all business units, for internal requests and incidents.

Ensures end-to-end quality control over all support requests and internal support projects.

Designs, develops and documents departmental processes.

Maintain inventory of hardware, software, licenses and service agreements.

Track and ensure SLA's are being met by vendors and business partners.

Ensure department SLA's and support coverage is maintained per contractual obligations.

Provide mentoring, leadership and professional development for subordinate staff and assigns appropriate levels of responsibilities to staff while maintaining accountability for all department personnel actions.

Periodically assist the senior LenderLive IT team with technical projects and assumes responsibility for the entire department in their absence.

While performing the duties of this position, the employee will view, have access to, and work with confidential financial data. The employee in this position must adhere to strict confidentiality policies and procedures.

Perform related duties as requested.

Education:

BS/BA degree in IT or related field preferred; equivalent experience may be substituted in lieu of education.

ITIL Certification(s) Preferred

A+, MCSE, and/or CCNA Certification a plus

Experience:

Three or more years related IT Management experience.

At least 5 years of hands on experience working in an IT or Technical Role

Knowledge/Skills/Abilities:

Proven Leadership Skills, including coaching, mentoring, organizational planning, and reviews and continuous growth and feedback.

Excellent communication skills, including the ability to communicate with all levels of management throughout the corporation on technical topics

Strong troubleshooting skills

Escalate problems relating to network failures or degradation. Assist in performing corrective action.

Perform other duties as directed to support department goals and objectives.

Ability to manage multiple assignments, priorities, and projects in a demanding environment.

Proven skills in a "whatever it takes" type of work environment

Proven skills in working on proactive monitoring and identification of potential issues

Ability to work with technical and non-technical users

Working Conditions

Work is performed in climate controlled indoor administrative office setting. The noise level in the work environment is usually quiet to moderate, depending upon office or meeting location.

Physical Demands

While performing the duties of this job, the employee is regularly required to communicate. The employee frequently is required to remain stationary. The employee is occasionally required to stand; walk; use hands and fingers to handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must occasion ally lift and/or move 10 pounds. Vision: Close and distance required with ability to see objects in presence of glare or bright lighting (e.g., computer screen). Speech/Hearing: Frequently interact with management, vendors, coworkers, industry constituents, clients and the public.


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