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Help Desk Team Leader
Quicken Loans
Detroit, MI, United States
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The Help Desk Team Leader is a motivated and pacesetting person who understands the methodologies and technology used to create a vision for their team and provide proper guidance. This team member works with business partners, vendors and other technology teams to ensure effective execution and delivery of our products. They must be willing to adapt to fast-paced, constantly changing environments, along with helping their team do the same effectively.
Position Responsibilities:
• Complete projects by coordinating resources and timetables with teams of focus
• Maintain Help Desk workflow, ensuring service levels are met and our team members receive excellent customer service
• Maintain a team by recruiting, selecting and training team members
• Maintain effectiveness and efficiency by defining, delivering and supporting strategic plans for implementing information technologies
• Accomplish results by clearly communicating job expectations, including appraising job results, coaching and disciplining team members, and enforcing systems, policies and procedures
• Maintain professional and technical knowledge through attending educational workshops, reviewing professional publications, establishing personal networks, etc.
Leadership Competencies & Deliverables:
This position is a leadership position, and it’s expected that this individual has developed well-honed leadership skills that allow them to effectively lead teams as well as cross-functional relationships. This individual should have excellent verbal and written communication skills, and they should be able to influence others and manage complex processes and projects. This leader will be a strategic thinker with a results-oriented mindset and a sense of urgency.
Position Requirements:
• Bachelor's degree or significant relevant experience
• Excellent customer service skills
• 5 years of technology experience
• Proficiency in Microsoft Office suite
• Proficiency with Microsoft systems
• Experience with Cisco Meraki
• Yardi, Revit or e-Builder experience is a plus
• Experience in the real estate field is preferred
• ITIL v3 Foundation certification is preferred
• Operations experience in a production environment
• Proven ability to lead a progressive IT group
• Ability to communicate technical concepts to both technical and nontechnical audiences
• Strong sense of purpose and urgency
• Track record of being a detail-oriented team player who can handle workloads with deadlines
• Proven ability to think outside the box