Help Desk Manager

About Baird & Warner Real Estate

Over the last decade, Baird & Warner was named a Chicago Tribune Top Workplace eight times in a row. But we didn't get there by accident - behind every great company is a culture created by the professionals who work there. Throughout our rich history, one thing has remained true: we believe that when you give people the support they need, amazing things can happen. That's why at Baird & Warner we empower you to be independent, to grow in your career, to do the right thing by your colleagues and your community, and to have a true work/life balance. We truly care about making our team feel part of something bigger by sharing a single purpose - making it easier for homebuyers and sellers to realize their real estate dreams.

Job Summary

Responsible for providing timely advanced support to all internal and remote end-users on a variety of workstation, hardware, software, network and peripheral devices within set company standards and guidelines. Assists with managing infrastructure, policies/procedures, and workflows, mentoring and providing resource support to the IT Support Technician positions. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner.

This position requires on site work at least 2 days per week at our Downtown Chicago Loop office (120 S Lasalle Dr. Chicago, IL 60603) with occasional travel to local branch offices.

Essential Duties & Responsibilities:

• Serve as an escalation point for the help desk team
• Single point of contact for all incident escalation across our businesses
• Ensure superior customer service is always given
• Be hands-on and resolve incidents as needed to ensure SLA's are met
• Create documentation and playbooks as needed
• Manage the ticketing system, generate reporting and analysis
• Provide recommendations for improvements
• Travel to locations in the Chicagoland area, occasionally as needed
• Manage day-to-day operations of the Helpdesk ensuring all processes used by the Helpdesk are thoroughly documented, audited, maintained, and followed in line with the firm's goals and compliance requirements
• Manage response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices
• Provide strong leadership and support to all Helpdesk team members, including assigning tasks, resolving conflicts, training and mentoring
• Share data insights on a monthly basis with IT leadership
• Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software
• Maintain a high level of user call-to-resolve experience/satisfaction
• Approve/manage team members timesheets
• Manage on-call shifts and assignments

Skills

• Associates degree in field or related area
• 5 years' experience in field or related area
• 3 years' experience with networking equipment
• Demonstrated ability to lead, mentor, train, and appropriately delegate responsibilities
• Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc.
• Strong troubleshooting, problem-solving and support skills
• Demonstrates exceptional customer service skills and ability to train team to same level
• Ability to work with clients remotely with or without remote assistance software
• Ability to work as needed, on-call to assist with emergencies
• Effective oral and written communication skills
• Ability to work with a diverse group of people in a collaborative environment
• Ability to handle multiple projects and thrive in a fast-paced environment
• A valid driver's license and reliable transportation is required
• Ability to maintain a 95% or higher Service Level Agreement (SLA).
• Relies on experience and judgment to plan and accomplish goals
• A wide degree of creativity and latitude is expected
• Physical lifting of computers and light equipment

Benefits

Medical, dental, 401k, PTO, VTO