Service Desk Team Lead

Lead the daily activities of the Service Desk team. 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.

• Provide timely technical assistance to the organization's 300 users of computer applications and hardware.
• Collaborate with the Infrastructure and Software Support teams to restore service when system outages do occur.
• Ensure consistent completion of project deliverables within agreed-upon schedule.
• Enforce approved organizational IT security policies and procedures.
• Maintain and promote security-first mindset for every member of the Service Desk team and for all users.
• Coordinate with Infrastructure to support incident containment and recovery.
• Adhere to change management process when system changes or new services are introduced that may impact security and/or affect users' experience or functionality.
• Take ownership of the Security Training program and training for non-Yardi business applications.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Escalate security incidents to Senior Systems Engineers and the CIO as per Incident Response protocols.
• 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.
• Maintain troubleshooting steps in the Ticket Management knowledgebase to ensure timely resolution of problems.
• Promote good cybersecurity practices among users during support interactions.
• Ensure that all service desk activities align with documented security governance and compliance requirements.

Limited travel to properties and/or regional offices will be required.

• Advanced knowledge of desktop operating systems, desktop security, and desktop hardware and software installation procedures in an enterprise environment.
• Bachelor's degree in information technology or related field.
• Microsoft Certification such as MCSE Desktop Infrastructure is a definite plus.
• Hands-on experience with Unified Communications (Zoom and Teams) as well as Mac OS, iPhone, Android.
• Exceptional analytical and problem-solving abilities.
• 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.
• Knowledge of and experience with password manager software.
• Excellent written, oral, and interpersonal communication skills.
• Ability to manage time effectively while working on several competing business priorities.

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