Senior Manager of Service Desk and Support Operations

1 week ago


Atlanta, Georgia, United States Cortland Company Full time
Job Title: Senior Manager of Service Desk and Support

Cortland is seeking a highly skilled and experienced Senior Manager of Service Desk and Support to join our team. As a key member of our IT department, you will be responsible for managing the service desk team and providing exceptional technical support to our associates and customers.

Key Responsibilities:
  • Lead and manage the service desk team, including recruiting, training, and evaluating team members.
  • Develop and implement strategies to improve and maintain high-quality service desk operations.
  • Oversee the service desk budget and ensure adherence to company guidelines.
  • Provide timely and efficient technical support to associates and customers via phone, email, and other channels.
  • Monitor and analyze service desk performance metrics to identify areas for improvement and develop action plans.
  • Communicate insights and trends to business leaders and property operations leaders for informed decision-making.
  • Collaborate with Engineering, Applications, and Technology Operations teams to resolve technical issues.
  • Stay up-to-date with industry trends and develop innovative ways to enhance service desk operations.
  • Develop and maintain knowledge base documents, procedures, and best practices for the service desk team.
Requirements:
  • Bachelor's degree in computer science, information technology, or related field.
  • Minimum of 8 years of experience in service desk management or a related field.
  • Proven track record of successfully managing a team and delivering excellent customer service.
  • In-depth knowledge of service desk operations, principles, and best practices.
  • Strong communication and interpersonal skills with a customer service-oriented approach.
  • Organized and detail-oriented with the ability to multitask and prioritize.
  • Proactive and able to work well under pressure.
  • Proficient in using service desk tools and systems.
About Cortland:

Cortland is a leading owner and operator of multifamily properties in the United States and internationally. We are committed to providing exceptional customer service and creating a better life for our residents, associates, and investors. We are an equal opportunity employer and celebrate diversity in the workplace.



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