Service Desk Manager

Service Desk Manager | Purpose FinancialLead the Team That Keeps Our People Productive Who We AreFor 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 Management and 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 DoObsess 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 resolutionLead 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 functionEmbody Integrity by understanding, adhering to, and enforcing all corporate policies, including the Code of Ethics and Information Security Policies, in every support interactionBe 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 clarityGo 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 implementationCare 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 incidentsShow 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 sharingBetter 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) SupportProvide front-line and escalation support to customers across all business unitsServe as the primary escalation point for Service Desk team members, taking ownership of complex, high-priority, or unresolved incidentsTriage escalated tickets from IT and business teams, ensuring timely and effective resolution while communicating status throughout the lifecycleAct as a subject matter expert and go-to resource for the team during challenging or novel support scenariosInvestigate and diagnose problems with end user hardware and software (laptops, desktops, printers, MS Office, etc.) DocumentationCreate, maintain, and continuously improve knowledge base articles, runbooks, and solution guides for common and recurring issuesDocument resolutions for escalated incidents in a reusable, searchable format to reduce repeat handling timeOwn the quality and accuracy of the IT Service Desk knowledge base, conducting periodic content reviewsDevelop and maintain process documentation, SOPs, onboarding guides, and scheduling information for Service Desk operations Stakeholder CommunicationServe as a key communicator between the IT Service Desk and business stakeholders—proactively sharing updates on ongoing issues, outages, and resolutionsProvide clear, timely, audience-appropriate communications to impacted users and leadership during major incidents or service disruptionsAttend and facilitate meetings with business units, IT leadership, and vendor partners as neededPrepare and present regular reports on Service Desk performance, incident trends, and improvement initiatives to the Director of IT Service ManagementAct as a liaison with other IT units regarding end user hardware and software recommendations Issue Trend Analysis & Problem ManagementAnalyze incident and service request data to identify recurring issues, patterns, and root causesPartner with IT teams to drive Problem Management activities, including RCA and permanent fix implementationMonitor ticket volume, frequency, and nature to identify service gaps, training opportunities, or infrastructure improvementsProactively communicate identified trends and recommended corrective actions to leadership and relevant teams Influence & DrivePropose upgrades and support options to improve the customer experience and team efficiencyMentor and coach team members to reach the next level of skill and performanceTake ownership of support issues and specific projects, pushing them to resolution and completionLead by example in demonstrating urgency, thoroughness, and professionalism MaintainMaintain and manage required metrics using Centrical, PerformLine, and other tools as necessaryOwn the quarterly inventory process for the warehouse What You'll BringBachelor's Degree or relevant experience; industry certifications in IT hardware and software or equivalent experience5–7 years of experience in IT, including product support in the online space5–7 years of experience handling desktop and hardware supportFamiliarity with basic networking, Windows, Mac, tablets, and mobile devicesExperience in the lending and loan servicing industry required; knowledge of Point-of-Sale systems preferredDeep knowledge and experience of IT Service Management, Change Management, and ITIL practicesProven experience serving as an escalation point for IT support teamsStrong analytical skills to identify incident patterns, trends, and root causesDemonstrated ability to document technical solutions clearly for both technical and non-technical audiencesExcellent written and verbal communication skills; ability to develop and maintain positive business relationships across all levelsProficiency in Microsoft Office and other back-office softwareAbility to quickly gain a detailed understanding of loan processing/management systems and production/test environment infrastructureHighly organized with strong multi-tasking ability; adaptable and flexible in a dynamic, high-volume, fast-paced environment What We Offer Comprehensive Benefits That MatterHealth/Life Benefits, HSA with Employer Seed, and 401(k) with Company MatchGenerous Paid Time Off, Paid Parental Leave, and Company Paid HolidaysEmployee Assistance Program supporting your total wellbeingOnsite gym, valet parking, and complimentary snacks/drinks at our downtown Greenville headquarters Invest in Your FutureTuition Reimbursement to advance your careerCareer growth opportunities in a stable, thriving financial services organizationDirect exposure to enterprise IT Service Management, leadership, and cross-functional problem solvingRewards & Recognition Program celebrating your contributions Culture & CommunityA collaborative, supportive environment guided by our nine core principlesMeaningful work that directly powers the experience of employees and customers across 800+ locations nationwideCross-functional partnerships with IT leadership, Field Operations, and vendor partnersBusiness 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. Apply today! Position Details Position Type: Full-Time, ExemptHours per Week: 40Travel: MinimalReports 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.