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Team Leader, Service Desk

Company: United Wholesale Mortgage
Location: Pontiac
Posted on: June 6, 2024

Job Description:

:As a Team Leader at UWM you will work in a fast paced, results driven environment. You will be responsible for mentoring and growing a team of Service Desk Support Analysts, as they support enterprise applications.We are looking for a Team Leader who is self-motivated and possesses great communication and leadership abilities. You will be involved in the day to day incident management and prioritization process within our call center environment. You will also be working with several other Leaders to assist in coordinating team members and making process improvements. This Team Lead and team will be working closely with our Tier 3 team on bugs.WHAT YOU WILL BE DOING:You are responsible for the morale of your team and creating a collaborative environmentYou will mentor, coach, and evaluate the performance of team membersFacilitate communication between teams to ensure the success of your Support AnalystsProvide clear and concise communication to Senior Leadership on high visibility and impact incidentsIdentify incident trends and provide the impact of those trends on incident volumeLead Support Analysts through the incident management and prioritization processSet quality standards and expectations within the teamSet professional team and team member goalsWHAT WE NEED FROM YOU:Required:3-5 years of IT ExperienceMinimum 2 years of Leadership experienceExperience in an Agile environmentExcellent presentation and meeting facilitation skillsSelf-starter/self-motivated, capable of staying on track and pursuing solutions without supervisionIncident Management ExperienceAble to work in a fast-paced, highly collaborative environmentExperience supporting Application Development projectsStrong analytical problem solving skillsExperience with client management (setting proper expectations and relationship management)Advanced priority setting and delegation skillsAdvanced ability to lead large programs and achieve desired client satisfactionStrong communication, both verbally and writtenBeing able to assist the team with 400-500 calls per dayPreferred:Experience with Active DirectoryExperience in the mortgage industryExperience with TFS and ITILExperience with functional and user acceptance testingStrong presentation skillsExperience with SalesforceExperience with Cisco FinesseExperience with ServiceNowTHE PLACE & THE PERKS:Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? Its all happening on UWMs campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.Its no wonder that out of our six pillars, People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other, our clients and our community. Whether its providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.From the team member that holds a door open to the one that helps guide your career, youll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, youll be welcomed here. Accepted here. And empowered to Be You Here.More reasons youll love working here include:Paid Time Off (PTO) after just 30 daysAdditional parental and maternity leave benefits after 12 monthsAdoption reimbursement programPaid volunteer hoursPaid training and career developmentMedical, dental, vision and life insurance401k with employer matchMortgage discount and area business discountsFree membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball courtWellness area, including an in-house primary-care physicians office, full-time massage therapist and hair salonGourmet cafeteria featuring homemade breakfast and lunchConvenience store featuring healthy grab-and-go snacksIn-house Starbucks and DunkinIndoor/outdoor cafe with Wi-Fi#ZRDISCLAIMER: All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is 'at-will.' UWM is an Equal Opportunity Employer. By selecting Apply for this job online you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.by Jobble

Keywords: United Wholesale Mortgage, Pontiac , Team Leader, Service Desk, Hospitality & Tourism , Pontiac, Michigan

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