IT Manager - Help Desk

Overview

Lead IT support team, manage operations, staff, budget, and service delivery.

Key Responsibilities

• problem management
• vendor management
• support processes
• slas
• trend analysis
• policy implementation

Tasks

-May lead problem management teams comprised of senior engineering resources in solving high-complexity, high-impact enterprise issues. -Establishes operational plans with measurable contribution towards the achievement of results of the area. Focus is on short-term operational plans (e.g., 1 year or less). -Manages a small to mid-sized team consisting of experienced professionals. Leads, directs and reviews the work of team who exercise latitude and independence in their assignments. -Typically has hiring, firing, promotion and reward authority within own area, in accordance with manager review and approval. -Responds to after-hours and weekend critical escalations, when necessary. -Typically does not have budget accountability, but may manage certain processes or projects within a defined budget set by management. -Manages vendor relationships with hardware and software solutions and tools. -Develops and implements support processes, SLAs, and performance metrics. -Manages a team with focus on policy and strategy implementation. -Recruits, selects, coaches, and develops team leadership, engineering, and support staff within the IT department. -Translates and champions IT strategy to functional unit. -Achieves financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective action within functional unit. -Manages staffing, scheduling, professional growth and develop plans. -Maintains organization's effectiveness and efficiency by supporting strategic plans for implementing and supporting information technologies. -Provides measurable input to new products, processes or standards in operational plans in order to implement organizational strategies. -Analyzes support trends and implements proactive measures to reduce recurring issues. -Works with senior leadership to develop team goals in line with department objectives. -Assists with defining enterprise IT policies and procedures to ensure the protection of information assets. -Builds and maintains strong partnerships with IT leadership and other IT teams to ensure seamless service delivery. -Conducts performance and development reviews per HR guidelines. Takes corrective actions, including Performance Improvement Plans and terminations, when necessary.

Requirements

• itil
• leadership
• degree
• azure
• ms office
• analytical

What You Bring

-Possesses strong understanding of ITIL principles and service management best practices. -Requires practical knowledge in leading and managing the execution of processes, projects and tactics within functional area. -May require travel -Typically requires a University Degree or equivalent experience and minimum 4-6 years prior relevant experience in IT support or service desk roles with at least 2 years in a leadership position. -Proficiency with MS Office / MS Office 365 tools including Word, PowerPoint, Excel, Outlook, OneNote, SharePoint, MS Teams, and OneDrive. -Is proficient with ticketing systems, monitoring tools, and reporting dashboards. -Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization. -Good written and verbal communication skills -Familiarity with Azure and enterprise-level applications. -Exceptional analytical skills

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About Pultegroup

-Known for developing high-quality homes and communities across the U.S. -Builds homes that cater to various lifestyle needs, including single-family homes, townhomes, and active adult communities. -Focus on innovation includes incorporating smart home technologies and energy-efficient features into many of their homes. -Continues to grow and adapt to market trends, positioning itself as a leader in residential construction and community development.

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