IT Support Manager

We Care. We Deliver. Our purpose is to create communities our residents are proud to call home. We currently own or manage over 70,000 units in North America and continue to grow.

Bell Partners, https://bellpartnersinc.com/overview/a national leader in multi-family housing, our mission is to be the apartment company of choice by creating value and honoring commitments to our residents, partners, and associates.

As the IT Support Manager, you will be responsible for leading and overseeing the IT support team, ensuring the efficient resolution of technical issues, and providing excellent customer service to end-users for all regional corporate offices and approximately 280 remote apartment community locations. Your primary objective will be to manage the daily operations of the support team, coordinate incident and request management, and implement best practices to optimize IT support services. You will play a crucial role in ensuring the smooth functioning of IT systems and enhancing user satisfaction across the organization.

This is an in-office hybrid role in our Raleigh, NC office.

As the IT Support Manager, you will be responsible for leading and overseeing the IT support team, ensuring the efficient resolution of technical issues, and providing excellent customer service to end-users for all regional corporate offices and approximately 280 remote apartment community locations. Your primary objective will be to manage the daily operations of the support team, coordinate incident and request management, and implement best practices to optimize IT support services. You will play a crucial role in ensuring the smooth functioning of IT systems and enhancing user satisfaction across the organization.

Key Responsibilities

Team Leadership

• Lead, mentor, and supervise the IT support team, including Tier 1 and Tier 2 support technicians.
• Set performance goals, provide guidance, conduct performance evaluations, and support the team's professional development.

Incident and Request Management

• Oversee the timely and effective resolution of IT incidents and service requests, ensuring adherence to established service level agreements (SLAs).
• Monitor SLA compliance and take corrective actions when necessary to meet or exceed performance targets.
• Coordinate incident escalation and problem resolution, communicating with stakeholders and keeping them informed of progress and resolutions.

Customer Service

• Foster a customer-centric culture within the support team, emphasizing the importance of delivering courteous, professional, and efficient customer service.
• Handle escalated customer issues to ensure prompt resolution and customer satisfaction.

ITIL Best Practices

• Apply ITIL (Information Technology Infrastructure Library) best practices and service management principles to optimize service desk operations and incident management processes.
• Ensure compliance with ITIL guidelines and identify opportunities for process improvement.

IT Service Improvement

• Identify trends in IT incidents and service requests to identify opportunities for process improvement and service optimization.
• Develop and implement strategies to enhance the quality and efficiency of IT support services.

Knowledge Management

• Establish and maintain a knowledge base to provide quick and effective solutions for commonly reported issues.
• Encourage knowledge sharing within the team and ensure the documentation of solutions and best practices.

IT Asset Management

• Develop and implement IT asset management policies, procedures, and best practices to effectively manage hardware, software, and other IT assets.
• Maintain accurate and up-to-date records of all IT assets, including their configuration, location, and ownership.
• Develop and implement an asset disposal and refresh cycle plan to manage the retirement and replacement of IT assets.

Procurement and Vendor Management

• Establish and maintain relationships with IT vendors and suppliers to ensure timely and cost-effective procurement of IT assets.
• Ensure that vendors meet agreed-upon service levels and deliver quality services.

Requirements

• Minimum 10 years' industry experience including 3 years managing teams.
• Bachelor's degree in information technology, computer science, or a related field (Master's degree preferred).
• Proven experience as an IT Support Manager or in a similar technical leadership role.
• Strong technical knowledge of IT systems, hardware, software, and networks.
• Excellent leadership, communication, and interpersonal skills.
• Ability to handle and prioritize multiple tasks in a fast-paced environment.
• Demonstrated ability to manage and motivate a team, fostering a positive and collaborative work environment.
• Experience in incident and request management using IT service management (ITSM) frameworks. Experience with ServiceNow is a plus.
• Analytical mindset with a focus on data-driven decision-making.
• Strong knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP, etc.), and network hardware (routers, switches, etc.).
• Familiarity with network security practices and tools.
• Proficiency in network monitoring and diagnostic tools.
• Strong knowledge of telecom systems, including VoIP phone systems.
• Proficiency in telecom system troubleshooting and diagnostic tools.
• ITIL Foundation certification required.
• Industry certifications such as CompTIA Network+ or Cisco CCNA are advantageous.
• Experience in the multifamily industry preferred.
• Must demonstrate support of Bell Core Values.
• High level of ServiceNow skills and knowledge.
• Mobile device configuration and management (iOS and Android).
• TCP/IP configuration. Understanding of Broadband connections and firewall/router configuration.
• Understanding of telecommunications, analog and VOIP phone systems.
• Desktop image creation, maintenance, and deployment with Intune.
• Knowledge of MS Office products.
• Must have superior interpersonal skills.
• Must possess personnel leadership abilities.
• Must demonstrate ability to provide exceptional customer service.
• Must demonstrate support of Bell Core Values.
• Exceptional written and oral communication skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must present a professional image.

Bell Partners, Inc. ("BPI" or the "Company") is an equal employment opportunity employer. BPI's policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age, disability, pregnancy, military/veteran status, marital status, genetic information, gender identity, sexual orientation or any other basis protected by applicable federal, state, or local laws. BPI also prohibits harassment of applicants or employees based on any of these protected categories. It is BPI's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

Note to Applicants: Smoking is prohibited in all indoor areas of Bell Partners Inc. unless designated smoking areas have been established by a particular location in accordance with applicable state and local law.