IT Support Operations Leader

2 weeks ago

Minneapolis, Minnesota, United States Anywhere Real Estate Full time

IT Support Operations Leader

We are looking for a talented and experienced IT Support Operations Leader to oversee our business applications support team. The ideal candidate will possess a robust technical background, particularly in the Microsoft ecosystem, ServiceNow, and software development practices. Hands-on experience with various versions of .Net, SQL databases, BTS, Azure, RPA, and infrastructure considerations is essential. ITIL certification is preferred, and familiarity with proprietary software solutions is highly advantageous. Experience in the real estate sector is a plus.

Key Responsibilities

  • Lead and manage the technical support teams to deliver exceptional customer service and resolve technical challenges efficiently.
  • Collaborate with diverse teams to create a cooperative atmosphere that accelerates issue resolution.
  • Ensure timely and accurate service delivery, adhering to all service level objectives and metrics.
  • Oversee talent management, including recruitment, training, and development of team members.
  • Establish specific customer service standards and objectives for the team.
  • Enhance customer support by proactively addressing inquiries and managing complaints.
  • Create dashboards and reports utilizing ServiceNow.
  • Engage with customers to identify opportunities for improvement.
  • Generate daily, weekly, and monthly productivity reports for the team.
  • Relay customer feedback to relevant internal teams.
  • Demonstrate the ability to solve complex issues and make informed decisions based on comprehensive data analysis.
  • Develop and maintain a thorough knowledge base of our products, known issues, and beneficial procedures for both the team and customers.

Qualifications

  • Proven experience as an IT Support Operations Leader or in a similar capacity.
  • Background as a software engineer with expertise in .Net, NodeJs, TSQL, BTS, RPA, Azure, and related technologies.
  • Demonstrated experience in supporting a comprehensive ecosystem, particularly with Virtual Desktop Infrastructure platforms like Citrix.
  • Practical experience with the Microsoft stack and ServiceNow.
  • ITIL certification is preferred.
  • Familiarity with proprietary software solutions.
  • Strong leadership and performance assessment capabilities.
  • Customer-service oriented with a proactive problem-solving mindset.
  • Ability to quickly learn new technologies and adapt to evolving tech landscapes is crucial.
  • Excellent conflict resolution skills, with a professional and tactful approach to issue management.
  • Strong written and verbal communication skills are essential for articulating complex technical issues to non-technical stakeholders.
  • Experience with project management methodologies such as Agile or Scrum is a plus.
  • A degree in Information Technology, Computer Science, or a related field is preferred.

Anywhere Real Estate Inc. is committed to empowering everyone's next move. Our diverse portfolio includes franchise and brokerage operations, national title, settlement, and relocation companies, as well as scaled mortgage origination and underwriting joint ventures. We are focused on simplifying, digitizing, and integrating the real estate transaction for all consumers, enhancing the productivity of our independent sales agents globally.

At Anywhere Real Estate, we believe that diversity drives success. We strive to be a leading destination for diverse talent, fostering a culture of belonging that empowers everyone. We value strategic thinkers who are committed to continuous improvement and exceptional results. Our dedication to diversity is reflected in our achievements and initiatives aimed at increasing representation in leadership roles.

We invite you to explore our commitment to diversity, equity, and inclusion in our annual Corporate Social Responsibility Report.

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