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HomeServices of America · 2 days ago

Director, IT Services and Support

United States

Full-time

Remote

Senior Level, Lead/Staff

$163K/yr - $202K/yr

10+ years exp

HomeServices of America is leading the service and support organization for the enterprise. The Director of IT Services and Support will implement and support technology initiatives while managing regional field services managers and the technology service desk, collaborating closely with IT leadership and business executives.

FinanceReal EstateReal Estate Brokerage

Diversity & Inclusion

H1B Sponsor Likely

Responsibilities

Oversee and manage leadership teams for Service Desk, and regional Field Service support teams, activities and resources: (40-50%)

Develop, implement and refine the remote and local support model to support technology needs of employees and real estate agents

Create, monitor and measure service KPIs

Champion great customer service across the environment and ensures that the team follows the same standard

Report support levels to IT and business leadership

Recruit, retain and coach to ensure successful performance

Provide information, analysis and recommendations to support and manage the department operating budget

Work across IT leadership to build and maintain an IT service catalog. (15-20%)

Recommend, establish and support systems-related policies, procedures, and standards

Work with other IT leaders, IT Business Relationship Managers and business leaders to identify areas for service improvement

Provide project management support implementation of network, telecommunications and endpoint systems initiatives across the organization. (10-15%)

Work with ticketing system administrator to identify, and implement new opportunities for other teams to leverage a common tracking system. (10-15%)

Coordinate assistance with field technicians for other teams as required. (5-10%)

Perform other duties as requested or as needed to fulfill the purpose of the job. (0-5%)

Qualification

Enterprise service leadershipIncident tracking systemsProject managementNetworkTelecommunicationsAnalytical skillsCall center platformsInterpersonal skillsProblem solvingDecision makingLeadership abilities

Required

Bachelor's degree in information systems, computer science or related field; or equivalent work experience and knowledge

10+ years' experience leading an enterprise service and support organization

6+ years' experience with an enterprise-level incident tracking system, such as FreshService or BMC (Remedy or Helix)

3+ years' experience with a call center voice platform such as On Premise or Hosted

Effective interpersonal skills and leadership abilities

Effective analytical, problem solving and decision making skills

Excellent project management skills; ability to prioritize and handle multiple projects concurrently

Extensive knowledge of network and telecommunications theory and systems

Ability to work occasional evening or weekend hours as needed to complete projects or resolve problems

Benefits

Full suite of benefits including Medical

Health Savings Account

Dental

Vision

Life Insurance

Paid Vacation (PTO)

401(k) with employer match

Flexible Spending Account

Employee Assistance Program (EAP)

Company

HomeServices of America

HomeServices is the residential real estate brokerage firm.

Founded in 1998

Minneapolis, Minnesota, USA

1001-5000 employees

http://www.homeservices.com/

H1B Sponsorship

HomeServices of America has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)