Team Lead - IT Operations

CrossCountry Mortgage is more than a mortgage! When we started in 2003, our President and CEO Ronald J. Leonhardt, Jr., had the vision to become a nationwide full-service lender that could provide more to customers — meeting their needs, being there every step of the way, and making home ownership dreams possible and affordable. We’re continuing to expand our nationwide footprint, and we’re not stopping any time soon!

We Care! CrossCountry Mortgage offers eligible employees a robust benefits package including medical, dental, vision, as well as a 401K with an employer match! We also offer company provided Short-Term Disability, Employee Assistance Program and a Wellness Program. Our Corporate office also enjoys a casual dress code, an on-site market cafe, and an upbeat working environment!

Position Overview:

The Team Lead, IT Operations is responsible for overseeing the CrossCountry Mortgage Operations Technician teams. The lead is responsible for ensuring the success of the department while meeting organizational goals. The Team Lead, IT Operations provides guidance and leadership to the Operations team and its technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.

Job Responsibilities:

• Monitor equipment supply inventory and place equipment orders in a timely manner to maintain defined stocking levels
• Develop and implement procedures for tracking corporate assets as well as oversee the quality control throughout the Lifecyle of the asset
• Assist IT Leadership in shaping procurement strategies to optimize Equipment related processes
• Maintain and audit systems records to ensure accurate information for branch addresses and licensing
• Serve as the liaison and escalation point for questions regarding hardware, equipment, access, and onboarding
• Ensure that all support tickets for the team are properly tracked and resolved
• Maintain dashboards and reports
• Ensure that the IT Operations team supports new branch onboarding and build-outs in a timely and professional manner
• Create technical documentation and training guides to be used amongst the team.
• Proactively create processes to increase efficiencies in each department to accomplish organizational objectives
• Create and Reassign Accounts, Contacts, and Opportunities in response to personnel changes
• Support the IT leadership team in preparing and maintaining team schedules, communications, and documentation
• Review standard operating procedures and implement improvements where possible
• Manage/Direct special projects and support initiatives to deploy new technologies
• Mentor team members to define and meet personal and organizational goals
• Other duties as assigned

Qualifications and Skills:

• Associate degree and 3 years of IT support experience as a technician or administrator
• Self-directed and results driven with demonstrated ability to multi-task and prioritize
• Previous experience leading multifaceted teams in a fast-paced environment
• Professional, outgoing and friendly demeanor with exceptional customer service skills
• Experience with the Microsoft Office Suite
• Ability to coordinate and direct activities across multiple teams
• Experience supporting and communicating IT technology to end-users
• Strong written and verbal communication skills
• Experience with asset tracking and Lifecycle management
• Aware of technology trends and best practices
• Solid understanding of computing and network fundamentals

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, color, orientation, gender, age, national origin, veteran status, disability status or marital status. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.