Information Technology Support Manager

Company: Equity Residential
Location: Chicago
Posted on: January 16, 2022

Job Description:

The IT Support Manager manages a team responsible for resolving end user technical support needs including hardware, software applications, licensing and networking. In this role, you will report to the Assistant VP IT Support and be responsible for managing the priorities and workload for the assigned IT Support team. At times, the IT Support Manager will serve as an escalation point for assigned direct reports -for both technical and customer support issues- and you'll also have an opportunity to work tickets in the managed queues. Know that each day will be unique, requiring an ability to prioritize and take initiative.

WHO YOU ARE
Knowledgeable. You have a broad-based familiarity of a variety of technologies, including: Active Directory, Windows OS, Google Workspace, VPN, Mobile Device Management, Microsoft Office, Chrome OS, ServiceNow. Through your prior work engagements, you have also gained hands-on technical/application support experience.
Challenge the Status Quo. Along with your technical knowledge, you bring a creative ability to improve processes and be innovative with solutions for the long-term betterment of your business partners and the organization.
Effective Communicator. Your writing and speaking skills are clear and effective, helping you connect well with others.
Savvy with Process Management. You have experience effectively developing processes and you know how to organize resources -including people!- to accomplish tasks quickly and successfully.
A Team Player. You are known for serving as a resource and trusted business partner for internal groups. Participating in cross-functional projects is the type of work you love.
Proactive, Productive, and Motivated. You are resourceful and take initiative, manage your work efficiently, and consistently meet your deadlines. You enjoy assisting other team members and business partners. And when a special project arises, you volunteer.
WHAT YOU'LL DO
Manage the scheduling and assignment of IT Support staff and oversee the team as they provide highly responsive support to customers with attention to detail and quality.
Proactively monitor assigned and open tickets , contacting customers when necessary, and ensuring tickets are updated on a timely basis.
Monitor communications to ensure the IT Support team provides patient, knowledgeable, helpful and applicable advice to customers in a professional manner.
Coach and develop employees to expand upon their technical skills. Create an inspiring team environment with an open communication culture. Provide constructive performance feedback and redirect performance, as necessary.
Serve as an escalation point for complex customer issues , providing guidance, research and coordinates with other IT teams as necessary.
Analyze data and identify support trends and trigger opportunities to drive reliable support and identify business opportunities.
Act as a liaison with third party vendors and systems for support issues and escalations.
Provide exceptional customer service , through active listening, building relationships, effective follow-up and managing user expectations..
Provide updates to the department Knowledge Base to ensure that policies and procedures are documented. Ensure that all processes used by the support team are thoroughly documented, consistently audited, and regularly improved.

REQUIREMENTS
Bachelor's degree required, with a focus in Computer Science, Information Technology, or a related field preferred. Equivalent work experience may also be considered.
Prior supervisory experience required leading a team of support analysts/technicians.
Minimum 6+ years technical/application support and customer service experience.
Experience with ITSM best practices and ITIL standards or ITIL Certification.
Demonstrable experience with Active Directory, Windows OS, Google Workspace, VPN, Mobile Device Management, Microsoft Office, Chrome OS, ServiceNow.
Excellent written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
Strong analytical and organizational skills. Must be able to work efficiently and methodically.
Strong technical skills with creative ability to improve processes and innovate solutions for department and business partners.
Customer-focused, with an ability to understand and manage customer expectations.
Ability to manage complex issues which require evaluation and discovery.
Ability to manage multiple tasks and projects with ease.
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Keywords: Equity Residential, Chicago , Information Technology Support Manager, IT / Software / Systems , Chicago, Illinois