IT Manager - Technical Services
Company: Bell Partners Inc
Location: Durham
Posted on: May 25, 2023
Job Description:
We Care.-- We Deliver.-- Our purpose is to create communities
our residents are proud to call home. We currently own or manage
over 70,000 units in North America and continue to grow.------Bell
Partners, a national leader in multi-family housing, our mission is
to be the apartment company of choice by creating value and
honoring commitments to our residents, partners, and
associates.Purpose of the Job: Lead the technical services team
with both direct and indirect reports. Coordinate technical field
team service and travel. Provide SME support for Tier II
technicians in supporting network and computing hardware for all
regional corporate offices and approximately 200 remote apartment
community locations. Ensure the support team responds to all
trouble tickets within established time frames for Service Level
Agreements and provides reports on SLA's. Communicate all
large-scale critical issues to the IT Director - Infrastructure &
Security.Lead the technical services team with both direct and
indirect reports. Coordinate technical field team service for
acquisitions and disposition activities. Provide support for Tier
II technicians in supporting network and computing hardware for all
regional corporate offices and approximately 270 remote apartment
community locations. Ensure the support team responds to all
trouble tickets within established time frames for Service Level
Agreements and provides reports on SLAs to management. Communicate
all large-scale critical issues to management. Must have excellent
customer service skills and communicate well.Essential Job
Functions and Responsibilities:
- Manage 2 direct reports with a team of 11 total.
- Perform employee evaluations and mentor direct reports and
other team members.
- Provide SME support for desktop software, hardware, and
networking to support for corporate offices and all apartment
community locations (typically requires day travel, occasional
overnight travel).
- Respond to requests for support via work tickets.
- Serve as escalation contact for end-user support requests.
- Provide end-user with realistic expectation for completing the
work request.
- Upon completion of the work request, communicate results with
end-user.
- Ensure teams are conducting preventative maintenance checks on
PCs, printers, and copiers.
- Manage trouble ticket queues and orders for telephone hardware,
telephone service, and internet service at remote locations.
- Researches, defines, and recommends updates to standard
operating procedure to ensure timely resolutions to issues and
provisioning processes.
- Provision, configure, and support mobile devices and corporate
office phones.
- Ensure that computers are regularly patched and secured to
prevent viruses or malicious attacks.
- Collaborate with and assist the rest of the IT team.
- Problem/resolution and root cause management.
- Perform other assigned duties not defined above.--Knowledge,
Skills & Abilities:
- Installation, configuration, and management of Windows 10.
- Telecom management experience.
- Active Directory management and configuration.
- High level of ServiceNow skills and knowledge.
- Mobile device configuration and management (iOS and
Android).
- TCP/IP configuration. Understanding of Broadband connections
and firewall/router configuration.
- Understanding of telecommunications, analog and VOIP phone
systems.
- Desktop image creation, maintenance, and deployment with
Intune.
- Knowledge of MS Office products.
- Must have superior interpersonal skills.
- Must possess personnel leadership abilities.
- Must demonstrate ability to provide exceptional customer
service.
- Must demonstrate support of Bell Core Values.
- Exceptional written and oral communication skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing
issues as required.
- Ability to absorb and retain information quickly.
- Attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a
high-pressure environment.
- Must present a professional image.Education and Background:
- Minimum 7 years' experience in the industry with 3 years IT
department management experience.
- Technical experience with Cisco and networking required.
- A history of on-going professional training is desired in
topics such as leadership development, management of IT employees,
process reengineering, and project management.
- B.A. or B.S. degree required, preferably in MIS or Computer
Science or relevant experience.
- Experience in the multifamily industry preferred.
- Experience managing internet and phone line services
- Network+ certification preferred.Travel Requirements:--
Frequent day travel to regional locations (approximately 10%);
occasional travel to areas outside of the region; ability to drive
within a 6 hour radius of region; ability to fly as needed to other
regions; mileage for associate's personal auto will be reimbursed
according to company policy; long distance and overnight travel
will be reimbursed according to company travel policy.-- Must have
valid state-issued driver's license and automobile insurance for
personal vehicle.Physical Requirements : See; View CRT Screen;
Color Perception; Hearing/Listening; Clear Speech; Manual
Dexterity; Walk; Bend; Reach; --Lifting --- 40 Pounds; Sit
Stand;Mental/Reasoning Requirements: Reading-Complex; Writing-
Complex; Clerical; Basic Math Skills; Analysis/Comprehension;
Judgment/Decision Making;Work Environment: Works Alone; Works with
Others; Verbal Contact with Others; Face to Face Contact; Inside;
Electrical Equipment; --Moderate travel may be required to support
end-user locations;Bell Partners, Inc. ("BPI" or the "Company") is
an equal employment opportunity employer. BPI's policy is not to
discriminate against any applicant or employee based on race,
color, sex, religion, national origin, age, disability, pregnancy,
military/veteran status, marital status, genetic information,
gender identity, sexual orientation or any other basis protected by
applicable federal, state, or local laws. BPI also prohibits
harassment of applicants or employees based on any of these
protected categories. It is BPI's policy to comply with all
applicable state and federal laws respecting consideration of
unemployment status in making hiring decisions.Note to Applicants:
Smoking is prohibited in all indoor areas of--Bell Partners
Inc.--unless designated smoking areas have been established by a
particular location in accordance with applicable state and local
law.
Keywords: Bell Partners Inc, Durham , IT Manager - Technical Services, Executive , Durham, North Carolina
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