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Compensation

Full Description

Leads the service and support organization for the enterprise. Implements and supports technology initiatives for the company through management of regional field services managers and the technology service desk. Works closely with business executive management, IT business relationship managers and other IT leadership in defining and articulating the organization’s technology objectives and targets. Job Duties and Responsibilities (Essential Job Functions) Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations. • Oversee and manage leadership teams for Service Desk, and regional Field Service support teams, activities and resources: (40-50%) • * Develop, implement and refine the remote and local support model to support technology needs of employees and real estate agents. • Create, monitor and measure service KPIs. • Champion great customer service across the environment and ensures that the team follows the same standard. • Report support levels to IT and business leadership. • Recruit, retain and coach to ensure successful performance. • Provide information, analysis and recommendations to support and manage the department operating budget. • Work across IT leadership to build and maintain an IT service catalog. (15-20%) • * Recommend, establish and support systems-related policies, procedures, and standards. • Work with other IT leaders, IT Business Relationship Managers and business leaders to identify areas for service improvement • Provide project management support implementation of network, telecommunications and endpoint systems initiatives across the organization. (10-15%) • Work with ticketing system administrator to identify, and implement new opportunities for other teams to leverage a common tracking system. (10-15%) • Coordinate assistance with field technicians for other teams as required. (5-10%) • Perform other duties as requested or as needed to fulfill the purpose of the job. (0-5%) Performance Expectations • Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management. • Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism. • Establish and maintain positive and productive work relationships with all staff, customers and business partners. • Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development. • Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities. Qualifications Education: • Bachelor’s degree in information systems, computer science or related field; or equivalent work experience and knowledge. Experience • 10+ years’ experience leading an enterprise service and support organization. • 6+ years’ experience with an enterprise-level incident tracking system, such as FreshService or BMC (Remedy or Helix) • 3+ years’ experience with a call center voice platform such as On Premise or Hosted. Knowledge And Skills • Effective interpersonal skills and leadership abilities. • Effective analytical, problem solving and decision making skills. • Excellent project management skills; ability to prioritize and handle multiple projects concurrently. • Extensive knowledge of network and telecommunications theory and systems. Other (licenses, Certifications, Schedule Flexibility/OT, Travel, Etc.) • Ability to work occasional evening or weekend hours as needed to complete projects or resolve problems. Wage: $163,000 - $202,000 annually; actual wage is based upon education and experience. Potential for annual discretionary bonus. Benefits: Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP) Equal Opportunity Employer