Senior Support Desk Specialist

American Financial Resources; United States; On-site; USD 85,000 - 100,000; Full time

Job summary

American Financial Resources is seeking a Senior Support Desk Specialist to enhance their IT Service Desk operations. The role involves mentoring team members, improving processes, and serving as a senior point of contact while ensuring compliance with service standards in a regulated environment. Strong technical support experience and familiarity with ITIL practices are essential for success in this dynamic financial services context.

Qualifications

• 5+ years in technical support or Service Desk role.
• Familiarity with ITIL practices, especially Incident and Problem Management.
• Experience in creating RCA documents.

Responsibilities

• Act as a senior-level agent and lead by example.
• Serve as the first point of escalation for complex tickets.
• Monitor ticket queues for SLA compliance.

Skills

Technical Support

Problem-solving

Communication

ITIL practices

Incident Management

Root Cause Analysis

Ticket Triaging

Education

ITIL v3 or ITIL 4 Foundation certification

Tools

Enterprise ticketing systems

Office 365

Job description

4 days ago Be among the first 25 applicants

We are seeking a Senior Support Desk Specialist to support and help lead the evolution of our IT Service Desk operations in a dynamic, regulated mortgage technology environment. As we mature our Service Desk practice, we are looking for someone who can help shape and evolve processes, mentor junior team members, and serve as a technical and operational lead on the front lines of user support.

You will act as both a senior point of contact and a role model for the team, with the opportunity to influence how the Service Desk functions, grows, and delivers value across the organization. The ideal candidate is not just a problem solver but a process improver—someone eager to introduce structure, raise service standards, and build strong partnerships across IT and business teams.

As a senior agent, you'll also help identify patterns in technical issues, prioritize recurring problems for escalation, and work closely with IT stakeholders to ensure systemic improvements—particularly where technical issues intersect with financial, operational, or compliance risks.

Success in this role requires strong technical support experience, excellent communication skills, and hands-on knowledge of ITIL-based service management, particularly in incident management, ticket categorization, root cause analysis (RCA), and service documentation. You'll work closely with IT leadership to refine incident response practices, deliver post-incident reviews, and uphold a high standard of service delivery.

Compensation- 85-100K

Key Responsibilities

• Act as a senior-level agent and lead by example through effective ticket ownership, response quality, and end-user communication.
• Serve as the first point of escalation for complex, business-critical, or high-priority support tickets.
• Accurately categorize, prioritize, and triage incoming tickets into service requests, issues, incidents, or outages using ITIL-aligned practices.
• Monitor ticket queues for SLA compliance and appropriate ownership.
• Maintain a ticket and issue log that supports ongoing service improvement, trend analysis, and problem management.
• Take the lead in drafting Root Cause Analysis (RCA) reports and post-incident debrief documentation for high-impact or recurring issues, including detailed timelines and mitigation steps.
• Participate in and support major incident response coordination, including executive communication and technical liaison work.
• Provide support and coordination for AFR’s core infrastructure and applications, understanding the business context and impact of technical issues.
• Partner with cross-functional teams, including system owners, developers, engineers, administrators, system and business analysts to analyze the impact of technical incidents on business processes and loan operations.
• Identify opportunities to mature and optimize the Service Desk function—tools, workflows, metrics and team practices.
• Contribute to the creation, documentation and improvement of Service Desk processes, procedures, playbooks, triage procedures and knowledge base articles
• Gather and analyze end-user feedback to help identify recurring issues or service gaps.
• Mentor and support junior Service Desk agents, encouraging documentation discipline and quality support practices.
• Assist in onboarding new team members by sharing expertise, documentation, and hands-on training.
  
  

Qualifications

Required:

• 5+ years in a technical support or Service Desk role
• Attentive to detail, accuracy and committed to excellence and quality
• Works autonomously, knowing when to escalate and seek support
• Working knowledge of ITIL practices, especially Incident, Problem, and Service Request Management
• Strong experience creating RCA documents and technical incident reports
• Experience developing and maintaining formal processes and procedures for consistency and increased productivity.
• Experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
• Experience recommending and implementing appropriate technology and other resources to maximize service desk effectiveness.
• Familiarity with enterprise ticketing systems and escalation processes
• Excellent problem-solving and technical triage skills
• Ability to document complex technical issues clearly and professionally
• Experience supporting enterprise tools (e.g., Office 365, Windows, network services)
  
  

Preferred

• ITIL v3 or ITIL 4 Foundation certification
• Experience in mortgage, lending, or financial services
• Familiarity with Loan Origination Systems (e.g., Encompass), compliance tech, and mortgage loan lifecycle processes.
• Understanding of regulatory impacts of IT outages (e.g., TRID, RESPA timing)
  
  

Success Measures

• Timely and accurate classification of tickets, incidents, and service requests
• Consistent adherence to Service Desk SLAs, including response and resolution targets
• RCA reports delivered with clear root cause, business impact, and actionable recommendations
• Reduction in repeat incidents through improved documentation, triage practices, and preventative measures
• Demonstrated improvement in Service Desk team knowledge and performance through mentoring and standardization
• Positive end-user feedback related to communication, resolution effectiveness, and overall experience
• Effective collaboration with infrastructure, application, and business teams that accelerates issue resolution
• Tangible improvements in Service Desk processes, workflows, or documentation contributing to department maturity

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Industries

  Real Estate, Financial Services, and Capital Markets

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