IT Help Desk Manager
: Job Details :

Location

Charleston - 997 Morrison Drive, Suite 402

Business

We are a leader in the single-family rental (SFR) Aggregation space with over 10,000 homes across the Southeast and Midwest. Maymont Homes was founded in 2011 to bring technology to the single-family rental space. Over the years we have become a full-service acquisition, renovation, and property management company growing throughout the South and Midwest. By the application of efficient processes enabled by advanced software, our company can provide clean, safe, affordable housing to thousands of people. We strive to offer better living opportunities for individual families, which ultimately improve the lives in the communities we serve!

Job Description

Primary Responsibilities: The IT Help Desk Manager is primarily responsible for leading the front-line support team and ensuring tickets are triaged, assigned, and updated for all ticket agents. The IT Help Desk Manager will ensure technical support for all employees, including onsite and remote employees.

Location: Charleston, SC - Onsite

Skills & Competencies:

* 6+ years of Help Desk experience

* 3+ years of experience managing direct reports

* Proficient wit Microsoft 365 applications

* Experience using ZenDesk or a similar IT ticketing system

* Bachelor's degree in Computer Science, Information Technology, or equivalent work experience required.

* Solid technical background with an ability to give instructions to a non-technical audience

* Customer-service oriented with a problem-solving attitude

* Excellent written and verbal communications skills, to include IT documentation and explaining technical information to coworkers

* Intermediate knowledge of Word, Excel, Outlook, SharePoint and PowerPoint; advanced preferred

* Detail oriented, with the ability to produce high quality work in a deadline-oriented environment and an ability to multi-task

* Ability to prove critical thinking and problem solving concepts

* Knowledge in fair housing and local real estate laws, where applicable

Essential Job Functions:

* Manage the help desk team and evaluate performance

* Maintain timely and accurate customer service on a daily basis

* Recruit, train and support help desk staff

* Set specific customer service standards

* Contribute to improving customer support by actively responding to queries and handling complaints

* Establish best practices through the entire technical support process

* Develop reporting for management on key help desk indicators

* Follow up with customers to identify areas of improvement

* Develop daily, weekly and monthly reports on help desk team's productivity

* Provide customer feedback to the appropriate internal teams, like product developers

* Other duties, as assigned by supervisor or leadership team

Key Metrics & Responsibilities

* Ticket closures per month, along with first contact resolution rate

* Ticket responses and assignment times

* Customer satisfaction score

Why work for Maymont Homes ?

Our Mission - We Positively Impact the Lives in the Communities We Serve . We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package - our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.

Huge parent company - support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth - with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT