IT Manager, Desktop Support

The RE / MAX, LLC Enterprise Support Department is seeking an experienced IT Support Manager that is motivated and highly skilled.

This role will lead a team of support engineers by providing essential leadership to maximize key performance indictors to ensure premier customer service.

The role will require you to maintain, establish, and promote excellent working relationships between your team, customers, and management.

Responsibilities include reviewing, prioritizing, and ensuring closure of support tickets through the service desk application.

You will be part of a team that develops and administers a workstation strategy that includes technical standards, process automation, and performance analysis.

This leadership role will be a user advocate and work to ensure business system needs are met.

Essential Duties :

• Manage a team of Desktop Support Engineers
• Appraising performance
• Addressing complaints and resolving problems
• Manages support intake process
• Analyzes, and manages SLAs, and routes tickets to the appropriate team
• Owns the lifecycle management of a support ticket; ensures that it is solved properly and meets KPIs
• Manages and maintains application access, security, configuration and support
• Owns the change management process for upgrades and new releases
• Creates, manages and deploys policies via Intune and JAMF
• Manages the onboarding and offboarding of staff
• Lead and oversee the development and training of staff
• Manages hardware and software budgets and forecasting
• Analyzing ticket trends and adjusting or creating new KPIs based on findings
• Provides tier II technical support to customers for all corporate systems and software components
• Research, build and deploy OS and software patches to computing devices and hardware
• Oversees the desktop anti-virus application and process for Windows and Mac

Qualifications & Skills :

• Associate's degree in technology or equivalent work experience
• 8+ years of experience in Information Technology
• 5+ years of experience overseeing desktop support operations and managing staff
• Windows PC and MAC certifications a plus
• ITIL Foundation certification a plus
• Excellent verbal, written communication, and negotiations skills
• Advanced experience in JAMF and InTune
• Self-motivated, able to work independently, and takes initiative
• Strong ability to multitask and resolve issues with urgency
• Outstanding attention to detail with superior time and project management skills
• Excellent problem solving / analytical skills and knowledge of analytical tools

Hire Range / Rate : $90,000 - $114,000

$90,000 - $114,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education / certifications, or geographic location.

The offer rate represents one component of the RE / MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below.

Other compensation for this position may include bonus eligibility.

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus / merit opportunity
• Educational Assistance
• Mental Health support program
• M.O.R.E. Events offered in-person and virtually
• Mentorship program
• Employee Resource Groups
• Community Engagement
• Diversity, Equity, and Inclusion
• Parenting
• Remote
• Women at RE / MAX

RE / MAX, LLC & Motto Mortgage