Share Email Opening Title Manager, Desktop Support  EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   About the Organization About RealFoundations: RealFoundations is a professional services firm wholly focused on real estate industry. We operate globally with clients and offices in North America, Europe, India, and Asia-Pacific. We provide Management Consulting and Managed Services to Institutional Investors, Investment Managers, developers, owners/operators, service providers, and corporate occupiers. Real estate is not just another industry we serve - it is our lifelong passion and the primary focus of our people and our business. We bring together our deep real estate and technology experience to help make real estate run better. Management Consulting: Our Management Consulting professionals identify critical areas for improvement and then design and implement solutions around strategy, operational innovation, finance transformation, performance measurement and technology. Managed Services: Our Managed Services professionals bring deep industry knowledge and technology skills to augment or supplant real estate-oriented business functions including Accounting (Property and Fund and Lease Administration), Data (Structuring, validation, movement and management), Automation (repeatable tasks, data movement and report generation) and Application Support (Yardi, MRI, JD Edwards). RealFoundations makes real estate run better, and we believe our people make RealFoundations run better. Whether it's where you live, work, shop or play, real estate impacts and serves everyone. We believe the composition of our people should reflect the increasingly diverse and inclusive market that we serve. Our goal is to advance our firm's culture and 'be better', making diversity, equity, and inclusion important elements to our future success.   Description The Manager, Desktop Support is a hands-on position who manages a team of Desktop support specialists who provide a variety of desktop and application support services to RealFoundations clients. This team is responsible for all aspects of desktop support including device procurement, imaging, break/fix, end-user support and “how to” questions, asset tracking, security changes, and user provisioning. Responsible for managing the Desktop staff on a daily basis to ensure clients are provided efficient, accurate and timely resolution of support requests within Service Level Agreements (SLAs) Performs staff scheduling to ensure Desktop coverage during normal business hours and on-call support as required to provide support on a 24x7 basis. Manages the Desktop staff including interviewing, hiring, consultation on performance evaluations, promotions, and disciplinary responsibilities. Provides staff support for ticket resolution, administrative tasks and projects related to the Desktop, Network, System Administration and Telephone functions. Ensures that decisions made to improve the overall customer support of the Desktop are continually carried through. Ensures that departmental productivity and standardization are documented, followed, and continually improved. Monitors ticketing system queue to ensure timely and accurate response to client support requests. Manages staff and ticket queue to ensure work is appropriately distributed across staff based on skill set and availability. Develops and maintains standard processes, documentation and training to support consistent and accurate services as well as efficient new employee onboarding. Develops, maintains and invokes problem escalation procedures to coordinate resolution. Monitors tickets and issue trends to ensure long-term proactive solutions are identified and implemented. Participates in developing Root Cause Analyses for outages and ensures that the RCA process is followed on a timely basis. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department and clients. Coordinates and manages training requirements of Desktop personnel. Provides leadership by projecting a positive attitude, mentoring employees and enabling employees to meet assigned objectives. Implements quality improvement programs for the department. Provides daily, weekly and monthly metric, ticket volume and SLA reporting to clients and RF management as appropriate. Interfaces with users of technology employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates information based on facts. Review issue resolution documentation and knowledge articles created by team members to confirm accuracy, adherence to standards, and proper grammar Work with vendors and external resources to ensure timely resolution Act as point of escalation and subject matter expert for team members and other RF personnel Assist with department and company-wide projects and initiatives Review and publish knowledge articles within ServiceNow Develop and maintain close working relationships with clients Assist with interviewing, hiring, training, and mentoring department staff Lead and participate in client status calls Track trends of service requests and work with clients to mitigate recurring instances Submit and approve time and expense reports in an accurate and timely manner Review and improve client SLAs and metrics   Category Managed Services   Location Dallas   Position Manager, Desktop Support   Position Requirements 5 or more years of Desktop experience. Demonstration of career advancement from Level 1 or 2 up to managing people. 1-2 years minimum managing people. Bachelor’s Degree is preferred. Experience with Office 365, Microsoft suite of products and Cisco products We are not accepting unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that RealFoundations will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.   Full-Time/Part-Time Full-Time   Exempt/Non-Exempt Exempt   This position is currently not accepting applications. To search for an open position, please go to http://RealFoundations.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category Process Specialist – Accounting in Chennai, India Posted on: 5/2/2024 [Apply Now] Senior Analyst - Accounting in Chennai, India Posted on: 5/2/2024 [Apply Now] Senior Associate - Accounting in Chennai, India Posted on: 4/23/2024 [Apply Now] Associate - Accounting in Chennai, India Posted on: 4/22/2024 [Apply Now] Team Lead, Application Services (Yardi or MRI) in London, United Kingdom Posted on: 1/18/2024 [Apply Now] Other Jobs Within 60 Miles -- None found -- Follow us See who works here:

 

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