Application Helpdesk Team Lead - Remote

About the Role

We are looking for an experienced Application Helpdesk Team Lead - Remote to join our dynamic team. In this role, you will oversee the helpdesk operations, ensuring that our clients receive exceptional support and service. As a leader, you will guide a team of support specialists, driving performance and fostering a culture of excellence.

What You'll Do

• Lead and manage the helpdesk team, ensuring timely and effective resolution of client issues.
• Implement and optimize ticketing systems to improve incident management and problem resolution.
• Provide technical expertise and support for various applications including Microsoft Office 365, Encompass, and Floify.
• Develop training programs for team members to enhance their skills and knowledge in application support.
• Collaborate with cross-functional teams to ensure seamless application operations and integration.
• Monitor team performance metrics and implement strategies for continuous improvement.
• Act as a point of escalation for complex issues and provide solutions in a timely manner.
• Ensure compliance with mortgage regulations and guidelines in all support activities.

Requirements

• 5+ years of experience in a helpdesk or technical support role, with at least 2 years in a leadership position.
• Strong knowledge of helpdesk ticketing systems and incident management processes.
• Experience with Microsoft Office 365, Encompass, and other loan origination systems.
• Excellent problem-solving skills and attention to detail.
• Ability to work effectively in a remote environment and manage a distributed team.
• Familiarity with Agile methodologies and Scrum practices.
• Strong communication and interpersonal skills.
• Proven track record of improving team performance and client satisfaction.

Nice to Have

• Experience with low-code application platforms.
• Knowledge of API integration and mobile engineering.
• Certifications in ITIL or similar frameworks.

What We Offer

• Competitive salary ranging from $90,000 to $120,000 per year.
• Comprehensive medical, dental, and vision insurance.
• Short-term and long-term disability coverage.
• 401(k) and Roth 401(k) plans with company match.
• Company-provided life insurance.
• 8 paid holidays and eligibility for a discretionary bonus.
• Opportunities for professional development and career growth.
• Flexible remote work environment.