Manager, IT - Field Support

Pune /
Technology & Operations – IT /
Full time
Ellie Mae is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪ EllieMae.com to learn more.

Manager, IT – Field Support

Ellie Mae (NYSE:ELLI) is a leading provider of innovative on-demand software solutions and services for the residential mortgage industry. Mortgage lenders of all sizes use Ellie Mae’s Encompass® all-in-one mortgage management solution, Mavent Compliance Service, and AllRegs research, reference and education resources to improve compliance, loan quality and efficiency across the entire mortgage lifecycle.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

- The Manager, IT – Field Support provides day to day technical supervision for the Help Desktop/Service Desk staff, processes, and the internal customer relations.  This role is a full-time manager of local IT support staff and supervises the smooth operation of the case triaging with other regional offices.
- This is a full-time, exempt position and reports directly to the Senior Director, IT Operations based in the United States.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- The Manager, IT – Field Support will provide mentorship and management for a distinct range of sub-functions within IT Operations Department:
- Team Management:Motivate, develop, create succession planning, triage and backfill planning.
Helpdesk / Service DeskHandle all local IT Incidents at Tiers 0 (self-service), Tier 1, Tier 2 (your staff is local support staff, mostly in Pune). Also participate in the global triage of cases.
- Purchasing and licensing management:Management of many vendors, including: supplies, tools licensing, copiers, equipment, subscriptions, etc.


- Global Projects:Part of the Global Ellie Mae IT team and participates in the global IT projects including M&A integration.


1. Leads the IT Help Desk support team in day-to-day technical support.  Responsibilities in this area include:
Managing Help Desk ticketing system
Ensuring repeatable and accurate procurement of End user computing (Desktops & accessories) are maintained
Setting up, configuring and adding hardware and software
Maintaining passwords, data integrity, and file system security for the desktop environment
Analyzing, troubleshooting, and repairing computer systems, hardware, and computer peripherals
Imaging and image recovery
Installing / Re-installing various software packages and updates
Tracking, routing and properly escalating unresolved queries to the next level of support
2. Provides first level contact and resolutions to customers. Responsibilities in this area include:
Following up with customers, provide feedback and see problems through to resolution
Building and maintaining effective relationships with peers, users and managers
3. Updates case status to management and end-users. Responsibilities in this area include:
Updating customer data and produce activity reports
Ensuring proper recording, documentation and closure to customer issues
Developing, documenting, and implementing standard operating procedures and customer service guidelines
Creating IT newsletters
Recommending procedure modifications or improvements, hardware and software solutions, including new acquisitions and upgrades
4. Participates in IT projects.  Responsibilities in this area include:
Participating as a core team member in the development of information technology and infrastructure projects (including company-wide, web-enabled, cloud-based solutions)
5. Developing and maintaining training programs designed to educate users about basic and specialized applications
Collaborating on various IT projects by working in conjunction with Professional Services and outsourcing functions
Manage, triage, report, utilize, sanitize, and communicate the ITSM data captured in the Service Desk tools, including, ServiceNow, SSCM, Tanium, JAMF, and more.

Qualifications:

- 4 + years’ experience running an Operations function in medium to large global corporations, with specialization in either infrastructure or back-office systems including Operations, ITSM, and Service Desk
- High degree of personal integrity and professionalism
- Ability to manage multiple projects as the lead and drive cross-functional initiatives
- Strong customer service skills, including strength in written and verbal communication to business customers of varying technical background.
- A positive, motivator, optimistic, and able to address complex challenges while maintaining composure under high pressure situations.
Organized, creative and a problem-solver.
- Must be able to work with both a very technical team and manager.
- Focused, and balanced throughout all phases.
- Work collaboratively with other managers and Senior staff.
- Endless aptitude for learning new technologies, approaches and leveraging tools of the trade while remaining thoughtful and flexible.
- Successful BA/BS in IT or Science.
Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.