Service Desk Manager

Service Desk Manager | Purpose Financial Lead the Team That Keeps Our People Productive Who We Are For over 25 years, Purpose Financial and our family of brands—including Advance America and Purpose Money—have been dedicated to making financial solutions accessible, simple, and straightforward for millions of Americans. With 2,500+ employees across 800+ locations in 23 states, we're committed to helping each customer achieve their version of financial stability. At Purpose Financial, every business decision, every branch transaction, and every customer interaction depends on technology working the way it should. We're seeking a driven, people-focused Service Desk Manager to lead our growing IT Service Desk team. In this role, you'll report to the Director, IT Service Managementand serve as the primary escalation point, problem-solver, and communicator between IT and the business—ensuring our people have the tools, support, and answers they need to keep moving. If you love leading teams, untangling complex technical issues, and turning support tickets into lasting improvements—this role is for you. What You’ll Do Obsess Over Customers by providing front-line and escalation support across all business units—diagnosing hardware and software issues (laptops, desktops, printers, MS Office, and more) and driving every ticket to resolution Lead with Vision by championing knowledge documentation—creating, maintaining, and continuously improving knowledge base articles, runbooks, solution guides, SOPs, and onboarding materials that raise the maturity of the entire Service Desk function Embody Integrity by understanding, adhering to, and enforcing all corporate policies, including the Code of Ethics and Information Security Policies, in every support interaction Be Decisive by acting as the subject matter expert during challenging or novel support scenarios—serving as the primary escalation point for the team, taking ownership of complex, high-priority, or unresolved incidents and support projects, and driving them to completion with urgency and clarity Go Bold by analyzing incident and service request data to identify recurring issues, patterns, and root causes—partnering with IT teams on Problem Management activities, root cause analysis (RCA), and permanent fix implementation Care Always by serving as a key communicator between the Service Desk and business stakeholders—proactively sharing updates on outages, issues, and resolutions, and delivering clear, audience-appropriate communication during major incidents Show Up to Coach Up by mentoring and coaching team members to reach the next level of skill and performance, and by championing a culture of continuous improvement, accountability, and knowledge sharing Better You, Better Everyone by staying current on ITSM, Change Management, and ITIL best practices, and bringing new tools and efficiencies to the team and the broader IT organization What You’ll Do (Day-to-Day) Support Provide front-line and escalation support to customers across all business units Serve as the primary escalation point for Service Desk team members, taking ownership of complex, high-priority, or unresolved incidents Triage escalated tickets from IT and business teams, ensuring timely and effective resolution while communicating status throughout the lifecycle Act as a subject matter expert and go-to resource for the team during challenging or novel support scenarios Investigate and diagnose problems with end user hardware and software (laptops, desktops, printers, MS Office, etc.) Documentation Create, maintain, and continuously improve knowledge base articles, runbooks, and solution guides for common and recurring issues Document resolutions for escalated incidents in a reusable, searchable format to reduce repeat handling time Own the quality and accuracy of the IT Service Desk knowledge base, conducting periodic content reviews Develop and maintain process documentation, SOPs, onboarding guides, and scheduling information for Service Desk operations Stakeholder Communication Serve as a key communicator between the IT Service Desk and business stakeholders—proactively sharing updates on ongoing issues, outages, and resolutions Provide clear, timely, audience-appropriate communications to impacted users and leadership during major incidents or service disruptions Attend and facilitate meetings with business units, IT leadership, and vendor partners as needed Prepare and present regular reports on Service Desk performance, incident trends, and improvement initiatives to the Director of IT Service Management Act as a liaison with other IT units regarding end user hardware and software recommendations Issue Trend Analysis & Problem Management Analyze incident and service request data to identify recurring issues, patterns, and root causes Partner with IT teams to drive Problem Management activities, including RCA and permanent fix implementation Monitor ticket volume, frequency, and nature to identify service gaps, training opportunities, or infrastructure improvements Proactively communicate identified trends and recommended corrective actions to leadership and relevant teams Influence & Drive Propose upgrades and support options to improve the customer experience and team efficiency Mentor and coach team members to reach the next level of skill and performance Take ownership of support issues and specific projects, pushing them to resolution and completion Lead by example in demonstrating urgency, thoroughness, and professionalism Maintain Maintain and manage required metrics using Centrical, PerformLine, and other tools as necessary Own the quarterly inventory process for the warehouse What You’ll Bring Bachelor's Degree or relevant experience; industry certifications in IT hardware and software or equivalent experience 5–7 years of experience in IT, including product support in the online space 5–7 years of experience handling desktop and hardware support Familiarity with basic networking, Windows, Mac, tablets, and mobile devices Experience in the lending and loan servicing industry required; knowledge of Point-of-Sale systems preferred Deep knowledge and experience of IT Service Management, Change Management, and ITIL practices Proven experience serving as an escalation point for IT support teams Strong analytical skills to identify incident patterns, trends, and root causes Demonstrated ability to document technical solutions clearly for both technical and non-technical audiences Excellent written and verbal communication skills; ability to develop and maintain positive business relationships across all levels Proficiency in Microsoft Office and other back-office software Ability to quickly gain a detailed understanding of loan processing/management systems and production/test environment infrastructure Highly organized with strong multi-tasking ability; adaptable and flexible in a dynamic, high-volume, fast-paced environment What We Offer Health/Life Benefits, HSA with Employer Seed, and 401(k) with Company Match Generous Paid Time Off, Paid Parental Leave, and Company Paid Holidays Employee Assistance Program supporting your total wellbeing Onsite gym, valet parking, and complimentary snacks/drinks at our downtown Greenville headquarters Invest in Your Future Tuition Reimbursement to advance your career Career growth opportunities in a stable, thriving financial services organization Direct exposure to enterprise IT Service Management, leadership, and cross-functional problem solving Rewards & Recognition Program celebrating your contributions Culture & Community A collaborative, supportive environment guided by our nine core principles Meaningful work that directly powers the experience of employees and customers across 800+ locations nationwide Cross-functional partnerships with IT leadership, Field Operations, and vendor partners Business casual work environment with a strong sense of community and belonging Ready to Have Purpose? Join us in leading the team that keeps Purpose Financial's people productive and our technology running smoothly every single day. If you're a natural leader with a passion for service excellence, thrive on solving problems at the root, and want your work to have a real and immediate impact—we want to hear from you. Position Type: Full-Time, Exempt Travel:Minimal Reports To: Director, IT Service Management Purpose Financial will not provide sponsorship for employment-based visas or immigration benefits for this position. Applicants must be legally authorized to work in the United States without requiring immigration sponsorship now or in the future. Current or future immigration sponsorship includes, for example: H-1B, E-3, TN, O-1, CPT, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency or otherwise requiring the entry of the company as your immigration employer of record in government records. #J-18808-Ljbffr Purpose Financial