IT Manager

Description

Integrity | Accountability | Respect | Relationships | Inclusivity | Vision | Empathy

General Purpose

Mission Rock Residential is looking for an experienced Help Desk Manager to oversee our IT support team and manage the end-user and operational technology platform. This involves managing the Fresh Service Help Desk platform, ensuring the effective deployment, operation, and support of core technology solutions, collaborating with team members to support property and corporate-related hardware, and participating in strategic projects, acquisitions, and operational activities.

Mission Rock operates a PC-based Windows environment, utilizing Microsoft Azure and Office 365 technologies for cloud enablement.

The role aims to expand the IT organization to support Mission Rock Residential's strategic growth and reliance on technology. The position will supervise two IT System Analysts, oversee the help desk platform, manage the daily IT Operational activities, recommend and implement ongoing operational improvements that enhance IT efficiency and end-user satisfaction.

Are you ready to make an impact?

Compensation includes pay and so much more here at Mission Rock. Check out our great benefits included in the compensation plan!

• Career advancement and learning opportunities
• 13 paid holidays, including a Personal Wellness Day & Volunteer Day
• Generous vacation & sick time
• Accrue sick time each year plus ten days (80 hours) of vacation time the first year and increase up to 15 days (120 hours) in your second year, and more!*
• Housing discount opportunity
• 401(k) with company match
• Medical, Dental, and Vision insurance plans
• Employer-sponsored short-term & long-term disability plans
• Company-paid life insurance
• Health savings account with employer contribution
• Flexible spending account
• Voluntary benefits
• Employee Assistance Program (EAP)
• Sick time accrual amounts and policies vary by state. Please inquire with your hiring manager about your state-specific requirements.
  
  

Essential Duties And Responsibilities

• Supervise, mentor, and develop a team of IT System Analysts to ensure high performance and engagement levels.
• Foster a collaborative team environment that prioritizes user satisfaction and effective problem resolution.
• Identify team training and certification opportunities around strategic technology trends.
• Manage team schedules, workloads, and conduct performance reviews to ensure timely issue resolution.
• Oversee the operation of the Fresh Service Help Desk System, comprehending its current configuration and platform capabilities while ensuring tickets are resolved in accordance with SLAs.
• Monitor help desk metrics and performance to identify trends and areas requiring improvement.
• Develop and implement policies, procedures, and standard operating procedures for IT support and technology needs related to property.
• Monitor and assist in the deployment, support, and maintenance of property-related technology solutions, including hardware, software, and network systems.
• Coordinate and collaborate with internal stakeholders to understand operational needs, recommend suitable technology solutions, resolve IT-related issues, and provide training.
• Coordinate system upgrades, patches, and migrations to minimize disruption to business operations.
  
  

Requirements

Knowledge:

• Understanding of IT systems, computer and networking fundamentals, and desktop software operations including Microsoft Office and remote system management software.
• Experience with implementing and supporting ITIL processes and help desk ticketing systems.
• Technical knowledge of end-user computing devices, mobile devices, and IT systems administration.
• Knowledge of Project, Vendor and Resource Management.
• Familiarity with Microsoft Azure/365, LAN topologies and architectures, PC and Server operating systems including Windows 10, Windows 7, MAC OS, Windows Server 2008, 2012, 2019, Microsoft Active Directory and Domains, DNS.
  
  

Skills

• Leadership and team management skills.
• Service-orientation mindset.
• Problem-solving and analytical skills.
• Communication, collaboration and interpersonal skills.
  
  

Ability

• Ability to work closely and partner with business stakeholders and the rest of the IT team.
• Ability to manage team members and overview operational IT Activities
• Technical knowledge of the Microsoft Technical platform, with the ability to support and enable core tools
• Ability to learn new software systems quickly
• Team oriented and Customer Service centered individual
• Problem solving with the ability to critically think through and communicate issues
  
  

Experience

• Five or more years of related technical experience supporting end-user, network and server technologies
• At least five years of experience in IT support or a related role, including a minimum of two years in a managerial position overseeing two-or-more technical resources
  
  

Education

• A bachelor’s degree in information technology, Computer Science, or a related field
  
  

Salary Description

$80,000-$110,000