Service Desk Manager

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Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending.

Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.

We offer:

• Competitive Wages
• 401(k) Savings Plan with Company Match
• Company Paid Holidays
• Tuition Reimbursement
• Business Casual Environment
• Rewards & Recognition Program
• Employee Assistance Program
• Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks

This position reports to the Director, IT Service Management and is responsible for the Service Desk operations in an effort to support the business and IT roles within Purpose Financial. This role requires the successful candidate to quickly gain an understanding of the product architecture, support needs of the IT environment, and to liaison with other IT units to handle escalations, online support, event monitoring, and other responsibilities as assigned.

This role will be a leader in the growing online support area of Purpose Financial, serving as the primary escalation point for the team, a key connector of systemic issues and trends, a champion of knowledge documentation, and a critical communicator between IT and business stakeholders.

Support

• Provide front-line and escalation support to customers in all business units.
• Serve as the primary escalation point for Service Desk team members, taking ownership of complex, high-priority, or unresolved incidents and driving them to resolution.
• Triage escalated tickets from IT and business teams, ensuring timely and effective resolution while communicating status throughout the lifecycle.
• Act as a subject matter expert and go-to resource for the team during challenging or novel support scenarios.
• Investigate and diagnose problems with end user hardware and software (laptops, desktops, printers, MS Office, etc.).

Documentation

• Create, maintain, and continuously improve knowledge base articles, runbooks, and solution guides for common and recurring issues — making self-service resources available to both the Service Desk team and end users.
• Document resolutions for escalated incidents and ensure findings are captured in a reusable, searchable format to reduce repeat handling time.
• Own the quality and accuracy of the IT Service Desk knowledge base, conducting periodic reviews to ensure content remains current and relevant.
• Develop and maintain process documentation, SOPs, and onboarding guides for the Service Desk team.
• Maintain documentation and scheduling information for Service Desk operations.

Stakeholder Communication

• Serve as a key communicator between the IT Service Desk and business stakeholders — proactively sharing updates on ongoing issues, outages, and resolutions.
• Provide clear, timely, and audience-appropriate communications to impacted users and leadership during major incidents or service disruptions.
• Attend and facilitate meetings with business units, IT leadership, and vendor partners as needed.
• Prepare and present regular reports on Service Desk performance, incident trends, and improvement initiatives to the…