Senior Manager of Service Desk and Support Operations
1 week ago
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.
- 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.
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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