IT Service Desk Manager - Green Brick Partners

Overview

No Agencies or Recruiters- Direct Applicants Only.

Position Purpose: The Manager of Service Desk Operations must believe in, practice, and initiate all Green Brick Partners values set forth in an acronym we call HOME. They must be Honest, Objective, Mature and Efficient in how he or she approaches their role at Green Brick Partners.

Serve Green Brick Partners and its affiliated companies nationwide. Leads, coaches, and mentors the Service Desk representatives, enforces policies and pursues outlined goals for the information technology department of the company. Establishes priorities for support and project work. Responsible for the provisioning, maintenance and support of hardware, operating system software, and peripherals.

Responsibilities

•  Manages all information technology hardware and software needs for the companies.
• Prioritizes work for the IT Service Desk.
• Develops Key Performance Indicators (KPIs) to track and report on the performance of the IT department in general and the IT Service Desk team in particular.
• Maintain and improve the IT service desk ticketing system (Freshservice) to promote accurate, timely incident resolution, request fulfillment, and KPI reporting.
• Establish and curate a knowledgebase (KB) for the IT service desk, and for end users to access.
• Ensures all new incident tickets are assigned the appropriate severity level.
• Reviews ticket comments regularly to ensure documentation is accurate, complete, and timely.
• Reviews overdue tickets daily and takes appropriate action to resolve them.
• Enforces policies and pursues outlined goals that support the organization’s IT needs.
• Train the service desk team on ITIL processes, to include IT Service Management, Incident Management, Problem Management, and Change Management.
• Serve as the scheduler and scribe for the IT change control process and all Change Advisory Board meetings.
• Maintains an accurate inventory of all endpoint assets, consistent with the future goal of establishing a Configuration Management Database (CMDB).
• Recommends upgrades, patches, new applications, and equipment.
• Helps business groups utilize information systems to improve their efficiency.
• Manage the lifecycle refresh process for computer endpoints to meet organizational needs.
• Market and promote the service desk and advocate for necessary resources, support, and appreciation for the service desk.
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

Supervision of Others: Assist in management of contract consulting resources, and direct employee(s) as necessary.

Authority/Budget/Decision Making/Discretion and Independent Judgment Ability: Makes independent decisions based on analytical problem solving of hardware/software issues and implements a corrective action.

Finds opportunities for cost savings. Identifies potential new products and services to improve the IT department, collects information on them, and presents a plan for acquiring/implementing to the Director of IT.

Physical Requirements: Must have a vehicle capable of carrying supplies, valid driver’s license and be willing to drive among designated communities in daytime and nighttime.

Ability to stand and walk for 4 hours straight or up to a full 8-hour day; sit for extended periods; kneel and bend at the waist; climb, balance and stoop, crouch, or crawl; walk up and down stairs; walk on unlevel terrain; use hands to finger, handle or feel; reach with hands and arms; talk and hear. Ability to lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.

Location: Plano Corporate Office and Remote

Qualifications

Education:

Require a bachelor’s degree in Computer Information Systems or related field, or equivalent.

• Experience: Require minimum ten years’ experience, touching all areas of responsibility of this position.
• Require experience with a variety of technology concepts, practices, and procedures with relevant software and hardware.
• Experience with Internet technologies.
• Experience with maintaining remote site connectivity.

Competencies:

• Must be forward thinking and stay abreast on latest trends, best practices of technology, security, hardware, software, and peripherals.
• Must have complete understanding of:
  • Microsoft Windows Server
  • Microsoft Active Directory
  • Microsoft Windows domain management
  • Microsoft group policy
• Must be proactive and able to self-manage.
• Must be highly confidential.
• Requires excellent verbal and written communication skills.
• Must be able to assist and teach end-users with varied levels of computer-literacy. Possess excellent interpersonal skills.
• Must be very responsive.

Green Brick Total Compensation:

• Above-market compensation and bonus program
• Multiple Medical and ancillary benefits
• Restricted Stock Awards
• 401(k) with Company Match
• Fitness Reimbursement and programs
• Home Purchase Discount

We are not taking resumes from recruiters at this time.

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.