IT Service Desk Manager

Tricon Residential is anownerand operatorofa growing portfolioof morethan 38,000 single-family rental homes in the U.S.Sun Beltand multi-familyapartmentsin Canada.Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy.We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams.Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential. For more information, visitTricon Residential.

Job Description

Your Essential Responsibilities:

In this position, you will:

• Ensure the Service Desk team is meeting stated service level agreements (SLA's) with excellence across the organization
• Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity
• Champion continuous improvement
• Be the key driver in moving the organization to an ITSM framework
• Responsible for escalation, and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets
• Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all software, hardware, and networked systems
• Rely on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues
• Coordinate with I.T. personnel and vendors as required to address issues related to existing I.T. systems and implementations of new I.T. technologies
• Primarily responsible for level 3 (escalated) Service Desk tickets but may also work on level 1 and 2 issues as needed.
• Determine the root cause of problems and identify workarounds or permanent fixes.
• Ensures workarounds and permanent fixes are documented and communicated to all I.T. Ops team members.
• Serve as Subject Matter Expert (SME) for I.T. Ops.
• Ensure effective and prompt communication throughout the process of all Service Desk cases.
• Lead end-user training sessions by providing materials and teaching team members how to utilize technology better.
• Maintaining I.T. equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
• Assist server and network team members as needed on infrastructure configuration.
• Create, update, and enforce the use of standard operating procedures and policies by all team members.
• Perform other duties or special projects, as required, in support of department goals

As a Team Leader, you will:

• Act as a servant leader by training, encouraging, coaching, and developing your Team Members.
• Foster a spirit of trust and innovation on your team.
• Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.
• Approve PTO requests, timecards, and expense reports.

Other Responsibilities (Non-Essential):

• You will be asked to perform related duties or special projects as assigned.

Skills you need to succeed:

Demonstrated proficiency in:

• Excellent interpersonal skills
• Excellent written and verbal communication skills
• Proven troubleshooting and problem-solving skills
• Proven ability to multitask effectively and handle a fluctuating workload
• Proficient at troubleshooting problems with common office equipment

Ability to:

• Ability to communicate effectively with end-users in non-technical terms
• Ability to assist and/or coach team members and end-users with advanced technical issues.
• Ability to work responsibly with or without direct supervision
• Ability to travel as needed.

Education and/or experience:

• Bachelor's degree in a related field.
• 5+ years' experience with desktop and systems support
• 2+ years supervisory experience
• 2+ years ITSM experience
• Thorough working knowledge of Microsoft and other common operating systems and software applications.

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.