Service Desk Manager

Job Description

Job Description

We are on a mission to become the leading force in residential property management services. The global residential property management industry is currently undergoing a digital transformation and Odevo is at the forefront of this transformation. Our mission is to radically simplify living for families and individuals by delivering highly attractive and efficient property management services to building owners and associations as well as to residents. Our core belief is that digital technology combined with great people will play a central role in delivering a step change how boards and residents experience property management.

What we do matters to ordinary people. Residential real estate is the world’s largest asset class and buying a home is often the biggest investment a person or family will ever make. But the residential property management industry is lagging behind when it comes to customer focus and digitalization. That’s why we formed Odevo.

Leading property management companies in the Nordics, UK, Germany and US have already joined forces to form Odevo and over the last 4 years Odevo revenues have grown 30-fold has grown to become a leading international player. Our ambition is to continue to grow rapidly organically and by attracting additional companies to join us in both existing and new markets.

We deliver our property management services with custom developed software to simplify living and make life easier for property owners, association boards, residents and very importantly our own property management professionals. We make complex topics such as managing property finances and the daily maintenance of buildings easy and we automate time-consuming everyday tasks so people can spend more time on things that they really enjoy.

We are a 7,000-employee company with a start-up mentality. We aspire to break new ground through innovation, and we actively cultivate a workplace where we can grow as individuals and have fun while achieving great things together.

To continue our ambitious growth journey, we are now looking for people who share our vision to join us on a journey that will continue to transform the property management industry.

Duties and Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primary duties and essential functions are listed below.

Oversee the daily operations of the US Service Desk team, ensuring timely and effective resolution of technical issues for multiple companies.

Provide direction and support to the IT Ops US Service Desk team which includes hands-on administration and day-to-day management of network systems, servers, workstations, mobile devices, and peripherals in a complex multi-platform computing environment

Implement and manage ITIL-based processes and best practices to enhance service delivery

Monitor and analyze Service Desk performance metrics to identify areas for improvement and ensure all contacts are logged

Develop and maintain documentation for IT support processes and procedures

Train, mentor, and supervise Service Desk staff to ensure they have the right skills and knowledge as well as fostering a collaborative and customer-focused environment

Coordinate with other IT teams to ensure seamless support and integration of IT services

Manage major incidents, escalations and provide advanced troubleshooting for complex technical issues

Ensure compliance with company policies, security standards, and regulatory requirements

Conduct customer satisfaction surveys and real-time feedback on tickets, follow up with customers to identify areas of improvement

Continuously identify ways to improve Service Desk operations through automation, improved processes and by keeping up to date with the latest industry trends and technologies

Ensure the Service Desk communicates with customers in an effective and timely way

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee will be required lift objects up to 25 lbs.

Location, Position Type and Expected Hours of Work

This is a full-time exempt position. This schedule may change to accommodate the business needs of the company

Travel

Travel will be required to attend company meetings and trainings, as well as visits with clients through the US.

Required Skills, Education and Experience

Who You Are

Organisationally savvy, with the ability to engage at all levels of an organisation

Strong leadership skills

Ability to articulate new ideas and concepts to technical and nontechnical audiences

Excellent presentation, communication and interpersonal skills

Ability to understand the long-term ("big picture") and short-term perspectives of situations

Ability to effectively quantify and translate business priorities into technical solutions

Ability to communicate complex problems in a non-technical and simplified manner

Attention to detail and excellent analytic skills

Well organized and able to work on own initiative

Flexibility to travel within the US

Trusted and respected as a thought leader with strong influencing skills

Displays intellectual curiosity and integrity

Motivated and driven by achieving long-term business outcomes

Ability to work effectively in a team environment and lead cross-functional teams

Experience

Bachelor's degree, preferably in a technical discipline, or equivalent experience

Experience in a Service Desk or IT support management role

Excellent leadership, communication, and interpersonal skills

Proficiency in using Service Desk software and tools

Able to communicate fluently in English, both written and verbal

Understanding of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL) principles

Strong technical and troubleshooting skills specific to IT hardware, software, and cloud platforms

Awareness of the importance of Security and GDPR requirements

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.