IT Service Desk Manager - Atlanta Regional Office

Dominium is helping tackle the affordable housing crisis – and we’re looking for motivated candidates to join our team and help further our mission. With offices in Minneapolis, Atlanta, Dallas and Phoenix, Dominium is one of the nation’s most respected and innovative affordable housing development and management companies. We create quality, affordable homes and engage with our residents daily to create a strong sense of community and connectivity.

Join us in making a difference in people’s lives every day at a company where you can challenge yourself to develop both personally and professionally.

Position Summary

This position is responsible for ensuring an outstanding level of customer service by providing IT support to employees and by supervising the Service Desk and its staff. Responsible for prioritizing work, maintaining coverage, ensuring defined service level agreements are kept and engaging our customer base to ensure satisfaction.

Essential Functions

• Oversees 100% of IT requests, incidents and problems.
• Manages and coordinates urgent and complicated support issues.
• Assists staff in providing first line support when workloads are high or where additional experience is required.
• Act as escalation point for all requests and incidents. Develops and matures escalation processes to ensure free flowing escalation and information within the organization.
• Determines root cause of issues and communicates appropriately to customers.
• Trains, coaches and mentors Service Desk staff including career development.
• Oversees staff activities.
• Builds/obtains (from other departments) training material for support staff.
• As needed, schedules employees work times and provides backup support. Interacts with customers.
• Provides data and reporting of key performance indicators and trends to IT department and others (ad-hoc, weekly, monthly and as needed).
• Drives IT ticket deep dive and develops strategies for improvement.
• Works to make the Service Desk the single source of truth and service delivery channel for IT.
• Monitors and manages queues (participating in escalated tickets as needed).
• Works with Director of IT Service Delivery to develop service level agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Advises management on situations that may require additional client support or escalation.
• Works with the IT team to manage the process for communicating outage/emergency activities to the organization.
• Reviews survey feedback to improve services, tools and support experience.
• Responsible for IT hardware management and procurement related to personal computing needs of corporate and property staff.
  
  

Qualifications

• Bachelor’s Degree or Equivalent Experience
• 3 years of upper-level help desk support
• 5 years if general IT experience
• Experience supervising personnel preferred
• Excellent customer service skills and concepts
• Excellent written and oral communication skills
• Excellent problem solving skills
• Must have a solid working knowledge of various Windows operating systems, MS Office products and email packages
• Familiarity with Microsoft 365 environment a plus
• General working knowledge of networking and servers concepts
• Ability to multitask in a demanding work environment
• Timely and regular attendance
• Other duties as assigned
  
  

About Us: Dominium is one of the leading affordable housing development and property management companies nationwide. We operate in approximately 20 states and employ over 1,200 employees. For 50 years, we have offered excellence to the development and management of affordable housing communities across the United States. Dominium’s values – creating long-term value, developing people, integrity, and growth – are built upon our company’s mission and vision. We offer a competitive salary, incentive bonus program, training and development programs, career growth opportunities and community volunteer and outreach programs. We also offer a comprehensive benefits package for eligible employees including Medical, Dental, Life & Disability, Paid Time Off, 401(K), Flexible Spending Accounts, Employee Recognition & Wellness Programs.

Dominium is committed to a diverse and inclusive workplace. Dominium is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.