Help Desk Manager

Accountability, Documentation, Leadership, IT, Help desk, HD, Organized, Service Desk Management, Service desk, Supervision, Effective communication, Computer science
Full Time
$60,000 - $70,000
Travel not required

Job Description


We are looking for an experienced and enthusiastic Helpdesk/Service Desk Manager to join our American Financing team. This individual manages a team dedicated to providing premium customer service to American Financings internal staff. We hope to find a determined individual who is an independent thinker, effective communicator and able to motivate a team to find solutions to technical problems in a caring manner.  



  • Define and publish SLAs to the business for Helpdesk/ServiceDesk tickets
  • Hold Helpdesk/ServiceDesk personnel accountable to stated SLAs
  • Ensure technical growth of the members of the HelpDesk/ServiceDesk teams
  • Monitor ticket queue and Prioritize and assign incoming tickets
  • Manage and address backlog of tickets
  • Manage timecards and schedules for HelpDesk/ServiceDesk members
  • Escalate tickets that need the attention of other tech. department teams
  • Ensure coverage for phones / email submissions
  • Make sure HD employees are communicating effectively with clients and rest of team
  • Provide a point of escalation for the helpdesk
  • Maintain proper documentation of solutions and environments
  • Instate processes and procedures that will lead to a better experience of users interfacing w/ Helpdesk
  • Periodically survey end users on their experience w/ helpdesk and address concerns appropriately


  • BS in Computer Science, Information Technology or equivalent experience
  • 5+ years management experience managing people, technology and process
  • Great communication skills
  • Able to comprehend new information in a dynamic environment
  • Familiar with ITIL
  • Some knowledge of mortgage industry preferred
  • Must be very detail-oriented, organized and able to meet deadlines
  • An ability to multi-task in a fast-paced environment
  • Self-motivation, initiative and an ability to work effectively with little supervision


  • Medical, Dental, Vision, 401k
  • Paid time off
  • Paid Sick Time
  • Paid Holidays 
  • Long-term paid disability
  • Paid parental leave
  • Work from home 
  • Full set of office equipment provided

American Financing Corporation (AFC)  is an Equal Opportunity Employer. AFC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis protected by law. All employment is decided on the basis of qualifications, merit and business need.

About Us

At American Financing, we’re innovators with imagination. We’re fast-paced and fun. And we’re a collaborative group that respects and values the individuality of all employees.


Together, we do what it takes to help borrowers achieve their financial goals. And we stay ahead of the competition by challenging ourselves to become more efficient. We are one of the fastest-growing national mortgage lenders because we don't follow the status quo.


Wherever your passions lie, you can find rewarding work and new opportunities here. 


  • Casual work environment
  • Family-owned, Customer-focused
  • Denver Post Top Workplace
  • Top 50 Family-Owned Business
  • Best of Colorado Business
  • Inc. 5000 Fastest-growing Private Company
Dice Id : 10523313
Position Id : 6955375
Originally Posted : 1 month ago
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