Overview

Spring EQ is a national home equity lender providing flexible and tailored financing solutions directly to consumers with a national network of experienced brokers and partners. Since its founding in 2016, Spring EQ is among the fastest growing and highest-rated home equity financing partners in the United States. Spring EQ offers a broad range of home equity products and delivers a simple and streamlined process that results in faster funding, trustworthy loans, and less frustration for consumers today. To learn more about Spring EQ, visit .

At Spring EQ, it is our mission to empower homeowners and buyers to achieve and maximize the value of homeownership in a simple, fast, and ethical manner. Our values are to

• Be kind and treat all people – teammates, customers, and vendors – with respect and consideration
• Be adaptable and embrace change
• Be accountable and take responsibility and deliver the effort to fully complete the task
• Be better and strive for continuous improvement in ourselves, our team, and the company for our customers
• Be part of the solution and solve problems, find the answers, and collaborate
• Work hard, have fun, and get things done

The Help Desk Manager will be responsible for overseeing the daily operations of a team of 3-5 Help Desk engineers, ensuring efficient and effective support for all users. This role requires a strong leader with expertise in Atlassian global administration, Jira, Assets, Confluence, Change Management, and Microsoft Office 365 administration support. The ideal candidate will have a proven track record in managing help desk operations, team performance, and IT service management.

Responsibilities

• Team Performance Management: Lead, mentor, and manage the help desk team to ensure high performance and professional development.
• PC Lifecycle Management: Oversee the entire lifecycle of PCs, including procurement, deployment, maintenance, and disposal.
• User Onboarding/Offboarding: Manage the onboarding and offboarding processes for users, ensuring smooth transitions and access management.
• Ticket Reviews: Conduct regular reviews of help desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• T1 Ticket processing: Expect to allocate at least 8 hours per week resolving tickets in addition to supporting the team.
• Vendor Management: Collaborate with vendors to procure and manage IT assets and services.
• Asset Tracking and Reporting: Maintain accurate records of IT assets and generate regular reports on asset status and utilization.
• Change Management: Implement and manage change management processes to ensure minimal disruption to IT services.
• Monthly Help Desk Metric Reporting: Prepare and present monthly reports on help desk performance metrics to senior management.
• Project Support: Provide support for IT projects as needed, ensuring alignment with help desk operations and objectives.

Qualifications

• Education : Bachelor’s degree in computer science, Information Technology or related field.
• Experience: Minimum of 5 years of experience in a help desk or IT support role, with at least 2/3 years in a managerial position.
• Technical Expertise: Expertise in Atlassian administration, Jira, Assets, Confluence, Change Management, and Microsoft Office 365 and Entra ID administration.
• Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop team members.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with all levels of the organization.
• Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering practical and efficient solutions.
• Organizational Skills: Exceptional organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.

Benefits

• 401k Company Match
• Commuter Benefits
• Company Holidays
• Credit Union Membership
• Dental Insurance
• Dependent Care Plan
• Disability Insurance
• Employee Assistance Program
• Life Insurance
• Medical Insurance
• Paid Time Off Plan
• Vision Insurance

Spring EQ is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.