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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 803: Lessons in Scaling IT Support from Veterans United Home Loans

David Leon  (IT Team Lead, Veterans United Home Loans)

Location: Room 301-302

Date: Friday, May 5

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

Veterans United Home Loans is a leader in the mortgage industry, specializing in the VA loan. Founded in 2002 with just four original employees and no formal IT support, fast-forward to 2019 and that number had climbed to over 3,500 employees, with more than 1,000 hired in 2019 alone. That same year, the company had forecasted little to no growth but instead doubled in size. During the pandemic, VU continued to grow, hiring an additional 1,500+ employees, many of them onboarded remotely.

Today, VU is comprised of over 5,000 employees who are supported by a frontline support team of 62 IT professionals, ranging from technicians to analysts and leaders. In this session, David Leon and Johanna Cox will share VU's experience and the valuable lessons learned scaling support to meet rapidly growing business needs. You're not just scaling tangible items, such as assets and personnel; you're also scaling the intangibles, such as culture, organizational structure, and key performance indicators. There's no one-size-fits-all answer to scaling support, and you can't necessarily solve the problem by throwing money at it. Walk away with practical tips for identifying when to refine what's already in-place vs. when you may inevitably need to spend to scale, as well as advice on how to get buy-in from leadership and executives.