Job Description Summary

Job Details

What You’ll Do

• Manage team incidents and review new items (problems, incidents) assigned to their work group in the Help Desk ticketing system

• Ensure that sufficient information is available with each incident to proceed with the analysis and resolution

• Ensure all work effort is documented in the Help Desk ticketing system and remains current through closure on daily basis

• Manage escalated calls or issues ensuring timely resolution and customer satisfaction

• Communicate recurring problems to Management

• Oversee and coordinate the scheduling of contract local tech support

• Prepare and conduct team member evaluations

• Assist and coordinate IT projects as needed

• Manage and support Help Desk ticketing software

• Support, uphold and improve upon SLA performance

• Create and analyze reports to assess performance metrics for management

• Manage regional technical support

• Manage Onboarding/Off boarding of Employees

• Manage Hardware support and installs

• Manage Software support and installs

• Communicate IT related application/server downtime alerts to users

• Represent IT out to the company and promote IT initiatives

• Demand the highest ethical standards from self and others

• Set an example of good attitude and professionalism, including a neat, orderly, and safe work environment

• Be the team champion for Love the Customer

• Perform other duties as assigned

Sound Like You?

You might be just who we’re looking for if you have…

• Minimum 3+ years of IT experience, network, hardware, software administration and telecommunications with remote support experience

• Mortgage industry experience preferred

• Bachelor’s degree or equivalent education and experience required

• Windows 2003, 2008, 2010, 8; 10 Microsoft Office Suite 2010, 2013, Lync (Skype for Business), Cisco Firewalls & access points, Wireless communications, and VPN technologies

• Knowledge of Cisco network equipment to include Routers, Firewall and Switches; Clear understanding of protocols and the ability to configure and troubleshoot them (TCP/IP, DNS, WINS, DHCP, EIGRP, SNMP, SMTP, FTP, VPN, BGP, Network Monitor etc.)

• Positive and self-driven demeanor

FLSA Status: Exempt

Will have responsibilities such as:

• Interviewing, selecting, and training employees

• Setting rates of pay and hours of work

• Appraising productivity; handling employee grievances or complaints, or disciplining employees

• Determining work techniques

• Planning the work

• Apportioning work among employees

• Determining the types of equipment to be used in performing work, or materials needed

• Planning budgets for work

• Monitoring work for legal or regulatory compliance

• Providing for safety and security of the workplace

Essential Functions:

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Report to designated work location/office as required by department and adhere to schedule

• Ability to oversee direct reports daily and provide guidance as needed

• Ability to access, input, and retrieve information from a computer and/or electronic device

• Ability to have face to face conversations with customers, co-workers and higher-level manager

• Ability to sit or stand for long periods of time and move around work environment as needed

• Ability to operate a motor vehicle if applicable

• Comply with company policies and procedure

• Delivers outstanding customer service through clear verbal and written communication, collaborating effectively with both internal and external customers

• Meet role and responsibility metrics as outlined in position framework

Physical Demands:

• Must be able to able to remain in a stationary position up to 50% of the time

• The ability to occasionally lift and/or move up to 10 pounds

*Taylor Morrison Home Funding experience and/or successful completion of training program may override required education and/or experience requirement.

Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.  They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.

Taylor Morrison Home Funding is an equal opportunity employer.  Taylor Morrison Home Funding does not discriminate against any candidate or employee on the basis of race, national origin, sex, marital status, sexual orientation, age, disability, religion or veteran status.

Benefits of Working With Taylor Morrison

We are looking for dedicated professionals that share our values of putting the customer - and their needs - first.  In addition to a great team atmosphere, career development and advancement opportunities, we offer full-time employees an extensive benefits package, to include:

• Competitive Compensation
• Health Care - Medical/Dental/Visio​​n/Prescription​​ Drug Coverage
• 401(k) with Company Matching Contributions
• Flexible Spending Accounts
• Disability Programs
• Employee & Dependent Life Insurance
• Vacation & Company Holidays
• Tuition Reimbursement
• Employee Home Purchase Rebate Program
• Home Mortgage Program
• Employee Assistance Program (EAP)