Job Information
Verus Mortgage Capital Service Desk Lead in Bloomington, Minnesota
Service Desk Lead
Department: Information Technology - Data & Reporting
Employment Type: Full Time
Location: Bloomington, MN
Reporting To: IT Operations Manager
Compensation: $130,000 / year
Description
We are seeking a highly experienced, proactive, and results-driven Service Desk Lead to oversee and elevate our IT support operations. This is a critical onsite leadership role responsible for managing day-to-day service desk activities, ensuring high-quality end-user support, driving operational excellence, and mentoring junior staff.
The ideal candidate is a strong technical leader with excellent organizational and communication skills, capable of balancing hands-on support with strategic oversight. You will play a key role in maintaining business continuity, improving service delivery, enforcing security standards, and enhancing the overall employee IT experience.
This position is fully onsite and requires in-office attendance five days per week.
Responsibilities and Duties:
Leadership & Service Desk Management
Lead and manage daily Service Desk operations, ensuring timely and effective resolution of all IT support requests
Act as the escalation point for complex or high-priority incidents and service requests
Monitor ticket queues (ServiceNow) and enforce SLAs, KPIs, and service quality standards
Mentor, train, and guide Service Desk Analysts to improve performance and technical capabilities
Drive continuous improvement initiatives for service delivery, workflows, and user satisfaction
End-User Support & Incident Management:
Oversee all support channels (ServiceNow, Teams, Outlook, Phone, In-person) to ensure consistent, high-quality service
Provide advanced troubleshooting support for hardware, software, and network-related issues
Ensure timely resolution of incidents while minimizing business disruption
Coordinate and manage major incidents, including communication and resolution tracking
Support both onsite and remote users using remote access and collaboration tools
Identity & Access Management
Oversee provisioning and deprovisioning of user accounts across Active Directory, Azure AD, and Office 365
Ensure proper access controls for enterprise systems (ShareFile, RingCentral, ZTNA/FortiCloud)
Enforce security policies including MFA (Duo, YubiKey), password standards, and least privilege access
Conduct periodic access reviews and support audit/compliance requirements
Onboarding & Offboarding Ownership
Lead and standardize onboarding/offboarding processes for all employees (onsite and remote)
Ensure a seamless new hire experience with fully configured and secure systems on Day 1
Oversee termination procedures including account disablement, asset recovery, and device sanitization
Manage logistics for shipping, tracking, and recovery of IT equipment for remote employees
Asset & Inventory Management
Own and maintain accurate inventory of all IT assets across their lifecycle
Implement and enforce asset tracking processes for deployments, returns, repairs, and disposals
Coordinate procurement, receiving, and staging of new hardware
Optimize asset utilization and lifecycle planning
Operational Excellence, Compliance & Documentation
Ensure adherence to ITIL practices, change management (ServiceNow), and security policies
Develop, maintain, and improve knowledge base articles, SOPs, and technical documentation
Support internal and external audits by ensuring proper documentation and controls
Analyze service desk metrics and provide reporting with actionable insights
Projects & Continuous Improvement
Lead or contribute to IT initiatives such as system upgrades, disaster recovery testing, and office expansions
Identify opportunities to automate processes and improve efficiency
Collaborate with infrastructure, security, and engineering teams on cross-functional projects
Education and Experience:
Bachelor’s degree in Information Technology, Cybersecurity, or a related field (or equivalent experience)
4+ years of progressive experience in Service Desk or IT Support roles, with at least 1–2 years in a leadership or senior capacity, preferably within a financial services or regulated environment
Proven ability to lead service desk operations, prioritize workloads, and manage competing demands with minimal supervision
Strong expertise in advanced troubleshooting and root cause analysis across hardware, software, networking, and user access issues
Demonstrated experience mentoring junior staff, improving processes, and driving service delivery excellence
Technical Expertise:
Hands-on experience administering and optimizing:
ServiceNow (or similar ITSM platform), including ticket management, SLA tracking, and reporting
Windows 11 deployment using Autopilot/Intune and standardized imaging processes
Active Directory, Azure AD, and Office 365 (user lifecycle, permissions, group policy)
Enterprise collaboration and communication tools: ShareFile, RingCentral, Teams/Zoom
Printer deployment, IP management, and network-based configurations
Core networking concepts including VLANs, RADIUS authentication, ZTNA, and MFA
Experience with endpoint security and compliance tools such as:
CrowdStrike, Microsoft Defender, or equivalent EDR solutions
Understanding of security best practices in regulated environments
Key Competencies:
Strategic Thinking: Ability to anticipate user challenges and implement proactive solutions.
Relationship Building: Strong interpersonal skills to foster positive interactions with external users.
Candidate Experience Focus: Ensuring seamless access and support to enhance user satisfaction.
Data-Driven Decision-Making: Utilizing user feedback and issue trends to improve account management processes.
Adaptability and Problem Solving: Quickly troubleshooting and resolving access and account issues efficiently.
How This Role Demonstrates Our Values:
Integrity: Ensuring accurate user account management while maintaining confidentiality and ethical handling of sensitive information.
Collaboration: Working closely with IT teams and external users to ensure smooth operations and account access.
Excellence: Providing high-quality, responsive, and professional support to enhance the user experience.
Critical Curiosity: Proactively identifying patterns in user issues and suggesting improvements to streamline processes.
Benefits
Competitive compensation package, including base salary and performance-based bonus opportunities
401(k) plan with 100% company match up to 4%
Comprehensive health coverage: medical, dental, vision, HSA, and FSA options
Generous paid time off: 20 days PTO, company holidays, and sick time
Paid parental leave
Company-paid life insurance and disability coverage
Employee Assistance Program (EAP): mental health, financial, and wellness support
Professional development: tuition reimbursement and growth opportunities
Commuter and transit benefits
Successful applicants will exemplify strong ethics, integrity, respect for others, accountability for decisions and actions, and good citizenship.
Maintaining a reliable, uninterrupted high speed internet connection is a requirement of hybrid or remote positions.
All job duties and responsibilities must be performed within the guidelines of the Verus Residential Mortgage Employee Handbook and established company policies and procedures. It is the responsibility of each employee to maintain confidentiality of the company, its clients and to follow applicable laws and regulations in the performance of duties.
Verus Mortgage Capital is an equal opportunity employer. All qualified applicants are welcomed to apply and will receive consideration for employment without unlawful discrimination because of a person’s race, religious creed, color, national origin, citizenship status, ancestry, marital status, sex, age, or sexual orientation, or because of a person’s disability or medical condition.