Service Desk Manager

The Manager, Service Desk will be responsible for managing the daily activities of the Service Desk team to consistently deliver excellent technical support to all users, properly handle escalations, complete assigned projects in a timely manner, and serve as a communication channel between users and the IT organization.

• Ensure consistent completion of project deliverables within agreed-upon schedule.
• Escalate security incidents to Senior Systems Engineers and the CIO as per incident response protocols.
• Coordinate with Infrastructure to support incident containment and recovery.
• Maintain service level agreements.
• Maintain and promote security-first mindset for every member on the Service Desk team and for all users.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Develop and manage the annual service desk budget.
• Collaborate with the Infrastructure and Software Support teams to restore service when system outages do occur.
• Enforce approved organizational IT security policies and procedures.
• Set and track project milestones. Make necessary adjustments based on unforeseen circumstances and communicate those to the team and impacted users.
• Provide timely technical assistance to the organization's 300 users of computer applications and hardware.
• Promote good cybersecurity practices among users during support interactions.
• Maintain troubleshooting steps in the ticket management knowledgebase to ensure timely resolution of problems.
• Take ownership of the security training program and training for non-Yardi business applications.
• Manage and delegate workloads and tasks from the ticketing system and project management software to the service desk team engaging with other staff and teams when necessary.
• Provide monthly KPI report to the CIO.
• Ensure that all service desk activities align with documented security governance and compliance requirements.
• Adhere to change management process when system changes or new services are introduced that may impact security and/or affect users' experience or functionality.
• Establish annual goals and manage staff, work, and outcomes to meet those goals.
• Plan, design, and analyze the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability.

• Bachelor's degree in information technology or related field.
• 5+ years proven experience in successfully managing IT Projects.
• Exceptional analytical and problem-solving abilities.
• Limited travel to properties and/or regional offices is required.
• Ability to manage time effectively while working on several competing business priorities.
• Knowledge of and experience with password manager software.
• PMP Certification is highly desirable.
• Hands-on experience with Unified Communications (Zoom and Teams) as well as Mac OS, iPhone, Android.
• Excellent written, oral, and interpersonal communication skills.
• Microsoft Certification such as MCSE Desktop Infrastructure is a definite plus.
• PMP certification or successful completion of Project Management Professional Training is highly desirable.
• Hands-on experience with Active Directory/Entra, Intune (MDM, Policies, Autopilot, Defender), Remote Systems Administration, Adobe suite of products, Office 365 Cloud Suite of products (SharePoint, Exchange Online/Outlook, Etc.) and enterprise printer management.
• Advanced knowledge of desktop operating systems, desktop security, and desktop hardware and software installation procedures in an enterprise environment.
• Moderate travel to regional offices may be required.

Schnitzer Properties offer a full benefits package with medical, dental, vision, 401k, and FSA options as well as vacation, sick, and holiday pay.