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