Sr. IT Service Delivery, Implementation - Tier II

Guild Mortgage Company , closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Senior IT Service Technician is a customer-focused technical expert responsible for delivering high-quality customer service support and infrastructure services to retail branch locations and corporate users. This role emphasizes end-user support, VoIP and network infrastructure, and coordination with external vendors to ensure reliable IT operations. The ideal candidate brings strong technical skills, excellent communication, and a proactive approach to service delivery in a fast-paced, multi-site environment.

Compensation

This role is an exempt position with a targeted salary range of $64,192 to $90,270 annually.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

Essential Functions

• End-User & Phone Support -
• Provide Tier II phone support for end users across the organization, resolving hardware, software, and connectivity issues.
• Deliver exceptional customer service through phone, remote, and on-site support.
• Manage service desk tickets, ensuring timely resolution and proper escalation when needed.
• Train users on IT systems and tools, and document support procedures and resolutions.
• Retail Branch Infrastructure -
• Configure, deploy, and support for firewalls, switches, and wireless access points at branch locations.
• Coordinate with cabling vendors and internet service providers (ISPs) for new installations, upgrades, and troubleshooting.
• Manage and support VoIP phone systems, including moves, adds, changes, and vendor escalations.
• Assist with the setup, relocation, and closure of retail branches, ensuring all IT infrastructure is installed and tested.
• Maintain accurate inventory of IT assets and ensure compliance with company standards.
• Implementation & Project Support -
• Participate in the planning and execution of IT infrastructure projects, including network upgrades and system rollouts.
• Collaborate with internal teams and external vendors to ensure successful implementation of IT solutions.
• Conduct testing and validation of new systems and configurations.
• Provide post-implementation support and training to ensure smooth adoption.
• Other duties as assigned.

Qualifications

• Bachelor's Degree directly related to the position or equivalent, preferred.
• Bachelor's Degree in Information Technology or related field.
• Minimum five years' experience in IT support, service delivery, or infrastructure implementation.
• CompTIA Network+, Cisco CCNA, Meraki CMNA, VOIP are a plus.
• Ability to organize and manage multiple priorities simultaneously.
• Strong knowledge of Meraki networking, Cisco switching, VoIP systems, and Windows environments.
• Experience supporting retail or multi-site environments is highly preferred.
• Excellent troubleshooting skills across hardware, software, and network layers.
• Strong customer service orientation with the ability to communicate clearly and professionally.
• Experience coordinating with ISPs, telecom vendors, and low-voltage cabling contractors.
• Familiarity with ITSM tools (e.g., Freshservice, Zendesk) and ticketing workflows.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Commitment to company values.
• Customer Service - Proactive attention to each person.
• Integrity - Do and say what's right.
• Respect - Treat others with dignity.
• Collaboration - Listen and work together.
• Learning - Seek knowledge and strive for improvement.
• Excellence - Deliver the unexpected.

Supervision

Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances.

Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach.

Impact: Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader.

Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications.

Indirect Reports: 3; IT Service Technician, IT Service Desk Technician, Sr. IT Service Delivery Technician.

Requirements

• The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs.
• Work is primarily active; mobility in an office setting, server rooms, moving/carrying computer equipment.
• Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
• Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Office environment - moderate noise, no substantial exposure to adverse environmental conditions.
• Travel 50-70%
• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
• Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
• Work is primarily performed during the business week, Monday - Friday.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: SRITS018302