Leading a team of 15-20 analysts, managing the processing of incoming IT Service Desk requests (within a call center environment) to ensure professional, timely, and effective resolution of end user issues. Additional responsibilities include(but not limited to) the following: analyzing the overall operations performance of Service Desk activities and documented resolutions, identifying problem areas, and devising and delivering solutions to enhance quality of service and to prevent reoccurring issues, responsible for request handling and escalation policies and procedures as well as tracking and analyzing trends within Service Desk interactions and recommending solutions to improve the end user experience. Supervising, coordinating and providing leadership to associates/contractors. Ensuring all highly complex processing and customer service needs are addressed and resolved in a timely manner and within standards/guidelines. Coordinating staff work schedules to provide adequate support coverage, including off-hour support. Train, coach, and mentor IT Service Desk analysts/contractors as well as providing yearly and mid-year performance appraisals to staff, administer disciplinary action, and recommend merit raises, bonuses, and promotions when necessary additionally overseeing all aspects of the hiring process for new IT Service Desk Analysts.

Manage and market REO properties to Non Profits with the end goal of allowing low to moderate income familes home ownership opportunties, as well as to improve and stabilize communities.