IT Service Desk Leader – Incident Resolution

Advance America, Cash Advance Centers, Inc.; Greenville (SC); On-site; USD 65,000 - 92,000; Full time

Benefits offered by this job

Competitive Wages

401(k) Savings Plan with Company Match

Company Paid Holidays

Tuition Reimbursement

Business Casual Environment

Rewards & Recognition Program

Employee Assistance Program

Office in downtown Greenville: free停车/

Job summary

Purpose Financial, Inc. is seeking a Service Desk Operations leader to support IT and business units, escalate complex incidents, and champion knowledge management.

You will act as a primary escalation point, gather trends, and liaise with IT and business stakeholders to improve service delivery. The role requires strong ITSM/ITIL knowledge, excellent communication, and the ability to drive process improvements in a fast-paced environment.

Qualifications

• Bachelor's Degree or relevant experience. IT hardware/software certifications or equivalent experience.
• 5-7 years of IT experience including product support in online space and desktop/hardware support.
• Familiarity with Windows, Mac, tablets, and mobile devices; knowledge of lending/loan servicing industry.
• Excellent written and verbal communication; ability to document solutions clearly for both technical and non-technical audiences.

Responsibilities

• Provide front-line and escalation support to customers in all business units.
• Serve as primary escalation point for Service Desk team; drive complex incidents to resolution.
• Triage escalated tickets; communicate status throughout lifecycle.
• Create and maintain knowledge base articles, runbooks, and solution guides.
• Maintain documentation and onboarding guides for the Service Desk team.

Skills

Communication skills

ITSM

ITIL practices

Analytical skills

Change management

Education

Bachelor's Degree

Tools

Microsoft Office

POS systems

Job description

Purpose Financial, Inc. is seeking a Service Desk Operations leader to support IT and business units, escalate complex incidents, and champion knowledge management.

You will act as a primary escalation point, gather trends, and liaise with IT and business stakeholders to improve service delivery. The role requires strong ITSM/ITIL knowledge, excellent communication, and the ability to drive process improvements in a fast-paced environment.