SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve. At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team! This role will oversee timely delivery of quality technical support service to end users whether they are internal users working for the same company or external users who have contracted technical support service for SitusAMC applications. This role will be expected to be forwarded looking and help direct the future state of our IT operations on an ongoing basis for SitusAMC. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills. Essential Job Functions: + Can be called upon to perform any duties of all tiers of services reporting to them + Responsible for setting schedules and staff level to ensure SitusAMC is always covered from an operational support point of view + Oversee all requests, incidents and problems related to operations + Participate in root cause analysis of widespread issues affecting SitusAMC at an operations level + Participate in planning to ensure the operations staff have appropriate resources and training to complete their daily tasks successfully + Participate in discussions to determine proper levels of staffing for SitusAMC operations + Escalate issues seen by operations (as required) to upper management and participate in planning sessions to remediate these issues + Provide data and reporting of KPI’s and trends to upper management on a weekly, monthly, and as needed basis + Participate in communicating outage/emergency activities to the organization + Manage vendor relationships as it relates to daily operational needs + Oversee solutions repository and ensure high quality solutions are available to the operations staff + Participate in the improvement of Service and Business Level Agreements as it pertains to operations to set proper expectations and measure performance + Coordinate with upper management on staffing needs for the success of project role outs performed by operations + Perform post-resolution follow ups with end user and team members as required + Alert upper management to emerging trends in incidents and other ITIL processes + Report on the success of operations adherence to site audit responsibilities, policies, and procedures + Responsibly handle confidential data + Continuously improve upon technical, management skills + Aid in training end users, clients, and support staff + Review and suggest revision of operations SOP’s and FAQ’s submitted to management for approval in assisting end users / clients + Other activities as may be assigned by your manager Qualifications/ Requirements: + Associate Degree in technical field or equivalent education and experience + 10+ years in field job experience + 10+ years in an industry facing position as a management + Comp TIA Network+ and A+ certifications are a plus + Microsoft certifications are a plus + Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations + Extensive experience with VDI, Active Directory, O365, Windows OS and File shares + Familiar with Windows server OS 2012 and above + Proficient in basic network and security fundamentals + Exceptional written and oral communication skills + Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills + Strong documentation skills and a willingness to assist with documentation + Self-Starter with ability to work as part of a team and individually as required by specific project needs + Excellent time management skills and the ability to prioritize + Possess the traits of having patience, being thorough and innovative + Ability to work independently with minimal supervision + Ability to conduct research into a wide range of computing issues is required + Ability to absorb and retain information quickly + Ability to present ideas in user-friendly, business-friendly, and technical language + Highly self-motivated and directed + Keen attention to detail + Ability to effectively prioritize and execute tasks in a high-pressure environment + Exceptional customer service orientation + The ideal candidate should be dependable with an excellent attendance record, work well in a “Team Environment”, be cooperative and respectful + Skilled in team building activities \#LI-AS1 #LI-Remote Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume. The annual full time base salary range for this role is $115,000.00 - $165,000.00 Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans. Pay Transparency Nondiscrimination Provision (https://go.situsamc.com/rs/962-QMP-613/images/pay-transp\_%20English\_formattedESQA508c.pdf?version=0) SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Know Your Rights, Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.