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IT Service Desk Manager

Salary
Competitive
Employment
Full Time
Real Estate Field
Location
San Diego
 CA
Postal Code
92130
Country
United States

This job is no longer active.

Description



Realty Income, The Monthly Dividend Company®, one of four San Diego based S&P 500 companies dedicated to providing shareholders with dependable monthly income. Our company is structured as a REIT, and its monthly dividends are supported by the cash flow, encroaching 6,000 real estate properties owned under long-term lease agreements with regional and national commercial tenants. To date, our company has declared almost 600 consecutive common stock monthly dividends throughout its 50-year operating history and has continually increased the dividend since Realty Income's public listing in 1994 (NYSE: O). Our company attracts individuals who value integrity, perseverance, and teamwork. If you appreciate working on a truly collaborative team in a professional environment in a company that encourages a work-life balance, make sure to apply today!

 

As Realty Income’s Service Desk Manager, you will be responsible for leading a team of Service Desk Analysts.  Your ability to lead a growing team, as well as history in ensuring the smooth execution of systems and processes will be chief. A proven track record in providing expedited technical support to internal employees has high importance, as you will be building positive, collaborative relationships. Your responsibilities will also include managing both hardware and software licenses, as well as ensuring the quality of technical resources in employee common areas.

Your Contribution to the Team Includes:

IT Service Management

  • Manage IT service desk tickets, ensure timely issue resolution and detailed issue documentation is added to each resolved issue. Assign and review all IT support related tickets, ensure employee expectations are being met and the Service Desk Analysts are providing excellent customer service.
  • Manage the new hire, transfer, and termination workflows and processes.
  • Continuously review and make recommendations for improvements to internal IT Service Management (ITSM) platform workflows and processes to improve the ability to automate issue resolution utilizing self-service capabilities and knowledgebase articles.
  • Uses system generated reports and metrics to improve IT services and support being provided to the organization.
  • Define and meet Service Level Agreements (SLAs) for the organization.
  • Responsible for authoring, reviewing, and publishing self-help knowledge base articles and guides that help drive self service capabilities for internal employee support.
  • Conduct departmental training sessions on new end-user software (Windows, Office, Adobe, etc.). These training sessions should be done when major changes occur to common software, or when new software is deployed.
  • Contribute to improving customer support by actively responding to queries and handling complaints.

 

 

Hardware and Software Inventory Management

  • Keep ongoing inventory of all hardware assets that are assigned to employees and hardware assets kept in storage.
  • Manage hardware lifecycle. Proactively schedule replacements as hardware reaches the end of its useful life.
  • Work with our Value-Added Reseller (VAR) and other IT vendors to provide hardware and software recommendations and solutions to meet the needs of the organization.
  • Manage all hardware warranty replacements and renewals.
  • Periodically review all assigned software licenses and ensure licenses are being managed appropriately for new employee growth and employee terminations.

 

Audio/Video Equipment

  • Responsible for keeping all conference room audio visual equipment in good working condition.
  • Work with AV vendors to resolve AV hardware and programming related issues.
  • Provide end-user training and create documentation for all AV equipment operation.
  • Perform weekly checks of all AV equipment and review the condition of the room(s).

 

Budgeting

  • Review monthly IT supplies, hardware, and software license spending.
  • Process and approve all Service Desk related invoices and payments.
  • Work with head of IT on annual budget planning.

 

Departmental

  • Manage a team of Service Desk Analysts across several physical sites.
  • Responsible for scheduling and timesheets for service desk staff.
  • Hiring, firing, and year-end reviews.
  • Participate in the IT department Change Control Review Board, review and approve all IT related changes along with other IT management.
  • Escalate issues that cannot be resolved by the Service Desk to application / system owners.

 

What You’ll Need to be Successful:

  • Bachelor’s Degree from a four-year college or university in Computer Science / Information Technology; or eight years related experience and/or training; or equivalent combination of education and experience.
  • More than 3 years’ experience managing a service desk / help desk in an organization with remote users and remote sites.
  • At least 8 years’ experience working on an IT service desk / help desk providing end-user support in a Microsoft Windows environment.
  • ITIL certification preferred.
  • ServiceNow IT Service Management certification preferred.
  • MCSA: Office 365, MCSA: Windows 10 certification preferred.
  • Ability to provide excellent customer service and provide technical support that meets the needs of an organization spanning several physical office sites.
  • Ability to lead a team of Service Desk Analysts and provide technical direction to the team in order to provide high quality and timely resolution to issues.
  • Critical thinker and problem solver with the ability to make decisions and effect change throughout the organization.
  • Strong, experienced leader and consensus builder with excellent verbal and written communications skills.
  • Strong organizational, interpersonal and administrative skills with a high degree of professionalism.
  • Excellent negotiator with the ability to work in a team environment.
  • Experience working with and supporting Microsoft Windows operating systems, Microsoft Office 365, and Microsoft Active Directory.
  • General TCP/IP networking knowledge and the ability to troubleshoot basic network issues.
  • Experience with the ServiceNow platform is preferred.
  • Excellent troubleshooting skills.
  • Solid technical background with an ability to give instructions to a non-technical audience.

 

 

To all recruitment agencies:  Realty Income does not accept unsolicited agency resumes. Please do not forward resumes to our job’s alias, Realty Income employees, or any company location. Realty Income is not responsible for any fees related to unsolicited resumes.

Job Function


Not specified

 

Job Sector


Not specified

 

Experience


5+ to 7 years


This job is no longer active.

Technology / Market Research San Diego Full Time CA IT Service Desk Manager other