Service Desk Manager

Service Desk Manager | Purpose Financial

Lead the Team That Keeps Our People Productive

For over 25 years, Purpose Financial and our family of brands—including Advance America and Purpose Money—have been dedicated to making financial solutions accessible, simple, and straightforward for millions of Americans. With 2,500+ employees across 800+ locations in 23 states, we're committed to helping each customer achieve their version of financial stability.

At Purpose Financial, every business decision, every branch transaction, and every customer interaction depends on technology working the way it should. We're seeking a driven, people-focused Service Desk Manager to lead our growing IT Service Desk team. In this role, you'll report to the Director, IT Service Management and serve as the primary escalation point, problem-solver, and communicator between IT and the business—ensuring our people have the tools, support, and answers they need to keep moving.

If you love leading teams, untangling complex technical issues, and turning support tickets into lasting improvements—this role is for you.

• Obsess Over Customers by providing front-line and escalation support across all business units—diagnosing hardware and software issues (laptops, desktops, printers, MS Office, and more) and driving every ticket to resolution
• Lead with Vision by championing knowledge documentation—creating, maintaining, and continuously improving knowledge base articles, runbooks, solution guides, SOPs, and onboarding materials that raise the maturity of the entire Service Desk function
• Embody Integrity by understanding, adhering to, and enforcing all corporate policies, including the Code of Ethics and Information Security Policies, in every support interaction
• Be Decisive by acting as the subject matter expert during challenging or novel support scenarios—serving as the primary escalation point for the team, taking ownership of complex, high-priority, or unresolved incidents and support projects, and driving them to completion with urgency and clarity
• Go Bold by analyzing incident and service request data to identify recurring issues, patterns, and root causes—partnering with IT teams on Problem Management activities, root cause analysis (RCA), and permanent fix implementation
• Care Always by serving as a key communicator between the Service Desk and business stakeholders—proactively sharing updates on outages, issues, and resolutions, and delivering clear, audience-appropriate communication during major incidents
• Show Up to Coach Up by mentoring and coaching team members to reach the next level of skill and performance, and by championing a culture of continuous improvement, accountability, and knowledge sharing
• Better You, Better Everyone by staying current on ITSM, Change Management, and ITIL best practices, and bringing new tools and efficiencies to the team and the broader IT organization

• Provide front-line and escalation support to customers across all business units
• Serve as the primary escalation point for Service Desk team members, taking ownership of complex, high-priority, or unresolved incidents
• 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.)

• Create, maintain, and continuously improve knowledge base articles, runbooks, and solution guides for common and recurring issues
• Document resolutions for escalated incidents in a reusable,…