Manager, Service Desk

Newrez LLC•Coppell, TX

1d•Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. POSITION SUMMARY The Manager – Service Desk is an accountable, hands-on technology leader responsible for the operational excellence, performance, and continual improvement of the Service Desk. This role demands a strong sense of ownership, independent decision-making, and a customer-first mindset. The manager ensures Level 1 support operations consistently deliver high-quality service, drive incident resolution, and enhance the overall support experience. This position oversees team staffing, training, performance evaluations, knowledge management, and the optimization of tools—particularly ServiceNow—to increase automation, efficiency, and service reliability.

Requirements

Bachelor’s degree preferably in Technology, required.
6–8 years of experience in technology operations, including direct Service Desk or Help Desk leadership.
Demonstrated ownership mentally to independently assess issues, make decisions, and drive actions to completion.
Strong leadership skills with the ability to motivate and empower teams.
Excellent verbal and written communication skills, including technical writing for knowledge documentation.
Advanced analytical skills; able to leverage tools (e.g., Excel, ServiceNow reporting) to evaluate operational data.
Proficiency in identifying service trends and implementing proactive improvements or automated solutions.
Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Ability to collaborate across teams while being highly self-directed.
Working on-site at assigned office location.
Regular and punctual attendance adhering to schedule established by leadership.
Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
Sedentary work in a stationary position at a cubicle for prolonged periods of time.
Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator.
Employment will be contingent on this requirement.

Nice To Haves

Strong experience with ServiceNow administration, reporting, workflow management, and automation highly preferred.
ITIL knowledge preferred; experience leading incident or major incident processes strongly valued.

Responsibilities

Lead daily Service Desk operations with a strong emphasis on ownership, independence, and accountability for outcomes.
Hire, train, coach, and performance-manage staff to ensure a culture of customer-first support and continuous improvement.
Act as the escalation point for operational or customer issues, driving swift resolution with minimal supervision.
Model and enforce a high-touch customer service standard that leaves every customer feeling supported and valued.
Develop and implement customer-focused service strategies, including service quality monitoring and targeted coaching.
Maintain strong stakeholder relationships across business units to understand evolving needs and service expectations.
Ensure all teams are trained in incident response procedures and consistently follow defined ITIL-aligned practices.
Drive improvements in ticket workflows, dashboards, reporting, and automation.
Manage the Level 1 knowledge base: create, edit, publish, and enforce standards for high-quality knowledge articles.
Identify automation opportunities (e.g., auto-routing, workflow efficiencies, self-service enhancements) to reduce manual effort and increase first-call resolution.
Develop, maintain, and present meaningful reports, performance metrics, and operational analyses to measure Service Desk effectiveness.
Manage small to medium initiatives with discipline and independence, ensuring deliverables are completed on time and aligned with departmental goals.
Maintain strong process discipline and documentation across Incident, Request, Problem, and Change Management.
Communicate effectively across all levels of the organization.
Ability to effectively and accurately convey information to others.
Perform additional responsibilities as assigned by leadership.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions