Manager- Desktop Support - Remote US

SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.

At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!

Position Overview:
The role is to oversee timely delivery of quality technical support service to end users whether they are internal SitusAMC users working for the same company or external users who have contracted technical support service for SitusAMC applications. This role will be forward looking and help direct the future state of IT Support Services on an ongoing basis for SitusAMC. This role is also responsible for providing tactical and strategic leadership to the IT Support Service team, and ensuring the adoption of all processes, guidelines, and KPIs. This requires both knowledge of the software or hardware systems supported and effective personnel management skills.

Essential Job Functions:
Can be called upon to perform any duties of all tiers of service desk reporting to them

Responsible for setting schedules and staff level to ensure SitusAMC is always covered from a technical support point of view

Oversee all requests, incidents and problems related to the service desk

Participate in root cause analysis of widespread issues affecting SitusAMC at a service desk level

Participate in planning to ensure the service desk staff have appropriate resources and training to complete their daily tasks successfully

Participate in discussions to determine proper levels of staffing for SitusAMC’s service desk

Escalate issues seen by the service desk (as required) to upper management and participate in planning sessions to remediate these issues

Provide data and reporting of KPI’s and trends to upper management on a weekly, monthly, and as needed basis

Work to make IT Support Services the single source of service delivery for the IT groups

Monitor and manage customer interactions (participating in escalated calls as needed)

Administer customer points of contact including, but not limited to, chat, phone, self-service, and direct contact

Participate in communicating outage/emergency activities to the organization

Manage vendor relationships as it relates to daily operational needs

Oversee solutions repository and ensure high quality solutions are available to the service desk staff

Participate in the improvement of Service and Business Level Agreements as it pertains to the service desk to set proper expectations and measure performance of the service desk

Coordinate with upper management on staffing needs for the success of project role outs performed by the service desk

Perform post-resolution follow ups with end user and team members as required.

Alert upper management to emerging trends in incidents

Report on the success of the service desks adherence to site audit responsibilities, policies, and procedures

Manage confidential data responsibly

Continuously improve upon technical / management skills

Aid in training end users / clients and support staff

Review and suggest revision of Service Desk SOP’s and FAQ’s submitted to management for approval in assisting end users / clients

Other activities as may be assigned by your manager

Qualifications/ Requirements:
Associate Degree in technical field or equivalent education and experience preferred

5+ years in field job experience

4+ years in an industry facing position as a lead / supervisor

Experience with VDI (VMware and AWS), Active Directory, O365, Windows OS and File shares

Comp TIA Network+ and A+ certifications are a plus, Microsoft certifications are a plus.) or equivalent combination of experience and education

Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations

Familiar with Windows server OS 2012 and above

Proficient in basic network and security fundamentals

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills, as well as exceptional written and oral communication skills

Strong documentation skills and a willingness to assist with documentation

Self-Starter with ability to work as part of a team and individually as required by specific project needs

Excellent time management skills and the ability to prioritize

Possess the traits of having patience, being thorough (keen attention to detail) and innovative

Ability to conduct research into a wide range of computing issues is required

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly, business-friendly and technical language

Highly self-motivated and directed

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Skilled in team building activities

Ability to supervise employees

Special Requirements:
The employee may be required to report to a different local office as a normal, contemplated, and mandated incident of their employment

Require lifting to 50lbs

Working Conditions:
Office environment with frequent computer, mouse, keyboard use

Alternating between sitting or standing as needed

Hearing, talking, reaching, grasping

#LI-AS1 #LI-REMOTE

Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings.

SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Know Your Rights, Workplace Discrimination is Illegal

SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Job Location:
Remote, RE, USA

Country:
USA

The annual full time base salary range for this role is ($80,000 - $90,000). Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans.

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