Appraisal Department Manager at Heritage Bank responsible for real estate valuation compliance and oversight. Leading appraisal teams to ensure risk management and regulatory compliance in Washington state.
About the role
- Manager of End User Services & Support at Grifols, enhancing end-user support and service delivery in IT operations.
Responsibilities
- Lead the delivery of end-user services across L0, L1, and L2, ensuring issues are appropriately deflected, resolved, or escalated based on defined support models
- Strengthen self-service capabilities by improving knowledge quality, usability, and accessibility, and identifying opportunities to reduce ticket volume through automation and better user guidance
- Ensure the service desk operates as a consistent global point of contact, with effective triage, improved first-contact resolution, and adherence to service levels
- Monitor ticket queues, backlog, and response performance, taking action to maintain stability and improve responsiveness
- Drive consistency across support channels (portal, chat, phone, email), ensuring a seamless and reliable user experience
- Oversee deskside and field support activities, ensuring timely resolution of complex, onsite, and hardware-related issues, including device lifecycle coordination
- Support effective coordination with vendors and field service providers, ensuring services are delivered to expected quality and timelines
- Use operational data and user feedback (CSAT/CES) to identify trends, recurring issues, and opportunities to improve service delivery
- Partner with platform and automation teams to translate operational needs into workflow improvements, automation, and enhanced self-service capabilities
- Reinforce standardized processes and ways of working across regions, improving consistency and reducing variability in service delivery
- Ensure support activities are properly documented and aligned with compliance and control requirements
- Lead and develop Delivery Managers and support teams, establishing clear expectations, accountability, and a focus on service excellence
Requirements
- Bachelor’s degree in Information Technology, Business, or related discipline preferred
- 8–12+ years of experience in IT End User Services, Service Desk, or IT Operations
- 3–5+ years of leadership experience managing support teams (L1 and/or L2 required; L0 exposure preferred)
- Experience leading or supporting multi-tier (L0–L2) support models
- Familiarity with ITIL practices (Incident, Request, Knowledge Management)
- Experience with ITSM tools (ServiceNow preferred)
- Strong operational leadership, problem-solving, and communication skills
- Ability to drive consistency and improvement within a structured but evolving environment
Benefits
- Health insurance
- 401(k)
- Paid time off
- Professional development
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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