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Guild MortgageCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in driving operational excellence and continuous service improvement within IT Service Delivery, with a strong focus on customer service, process improvement, and cross-functional collaboration. Proficient in managing IT ticketing systems and implementing effective training and documentation standards.
Highest-signal resume keywords
Customer Service ExperienceIT Ticketing SystemsProcess ImprovementLeadership ExperienceMicrosoft Office Suite Proficiency
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Drive operational excellence and continual service improvement across the IT Service Delivery organization
- Identify customer service gaps, coordinate improvement initiatives, reduce recurring issues, improve support efficiency, and turn opportunities into action
- Conduct root cause analysis and create documentation, actions, and remediations
- Gather feedback from employees, IT teams, and business partners; evaluate, prioritize, and implement solutions
- Establish knowledge standards and improve documentation quality within IT service delivery
- Implement an omni-channel support model and promote knowledge sharing across teams
- Coordinate, create, and facilitate new-hire technology training
- Coordinate software rollout readiness, change communications, and end-user adoption programs
- Coordinate activities and service handoffs among Service Delivery, Security, Infrastructure, Enterprise Applications, Telephony, Operations Technology, Sales Technology, and AI teams
- Develop operational efficiencies, standardize processes, and drive continuous service improvement initiatives
- Work with IT leadership to execute strategic priorities while independently managing implementation, prioritization, problem-solving, stakeholder engagement, and cross-functional collaboration
- Mentor and guide less experienced professional contributors
- Travel 20–50%
Requirements
What you’ll need- High School Diploma or equivalent required
- Associate's degree related to the position preferred
- Minimum seven years' experience in Customer Service, Service Desk Operations, End User experience support, Continuous Improvement, or related disciplines
- Experience with IT ticketing systems, KPI reporting, process improvement, and cross-functional collaboration required
- Minimum three years supervisory or leadership experience
- Preferred certifications include ITAM Foundation & PM
- Excellent verbal and written communication skills required
- Highly organized and detail-oriented
- Ability to work in a fast-paced, metrics-driven environment required
- Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required
- Ability to occasionally move office equipment and supplies weighing up to 40 pounds; elsewhere specified as up to 20 pounds
- Ability to operate standard office equipment and keyboards
- Ability to accurately perceive, distinguish, and interpret visual and audio information
- Ability to adapt effectively to workplace stressors, including customer service complaints, security responsibilities, and competing priorities
- Ability to work primarily Monday–Friday during the business week
- Commitment to company values
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- AD&D insurance
- LTD insurance
- 401(k) with employer match
- Competitive compensation
- Pleasant work environment
- Employee education and training opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Continuous ImprovementRoot Cause AnalysisKPI ReportingDocumentation Quality ImprovementOmni-Channel Support Model ImplementationChange CommunicationsSoftware Rollout ReadinessOperational Efficiencies DevelopmentTraining CoordinationCross-Functional Collaboration
Soft Skills
Excellent Communication SkillsHighly OrganizedDetail-OrientedAdaptability to Workplace StressorsMentoring and Guidance
Tools & Technologies
Collaborative Cloud-Based ProgramsThird-Party Software ApplicationsStandard Office EquipmentOffice Equipment Operation
Certifications & Qualifications
ITAM FoundationPM Certification
Industry Keywords
Service Desk OperationsEnd User Experience SupportIT Service DeliveryCustomer Service GapsService Handoffs