• Oversee the day-to-day workflow of the Application Help Desk team. • Serve as the escalation point for the Application Help Desk Specialists and end users seeking complex application support. • Escalate issues to the Training and Application Support Manager according to support processes. • Oversee the ticket queues and ensure support requests are all addressed timely and efficiently. • Identify training opportunities through help desk activity and assist with the creation of training materials (reference guides, coaching, etc.). • Complete quality control audits on helpdesk tickets to ensure company standards are met. • Assist IT Help Desk with employee on-boarding, off-boarding, and general support tickets. • Assist with the identification and development of process improvements within the Application Help Desk. • Report and manage support issues with Ellie Mae. • Other duties as assigned.