IT Manager, Desktop Support Specialist

4 weeks ago

Denver, Colorado, United States REMAX Full time
Job Summary:

The RE/MAX, LLC Enterprise Support Department is seeking an experienced IT Support Manager to lead a team of support engineers. This role will provide essential leadership to maximize key performance indicators and ensure premier customer service. The successful candidate will maintain, establish, and promote excellent working relationships between their team, customers, and management.

Key Responsibilities:

  • Manage a team of Desktop Support Engineers
  • Appraise performance and address complaints
  • Manage support intake process and analyze SLAs
  • Own the lifecycle management of support tickets and ensure they meet KPIs
  • Manage application access, security, configuration, and support
  • Oversee change management process for upgrades and new releases
  • Create, manage, and deploy policies via Intune and JAMF
  • Manage onboarding and offboarding of staff
  • Lead and oversee staff development and training
  • Manage hardware and software budgets and forecasting
  • Analyze ticket trends and adjust or create new KPIs
  • Provide tier II technical support to customers for all corporate systems and software components
  • Research, build, and deploy OS and software patches to computing devices and hardware
  • Oversee desktop anti-virus application and process for Windows and Mac

Requirements:

  • Associate's degree in technology or equivalent work experience
  • 8+ years of experience in Information Technology
  • 5+ years of experience overseeing desktop support operations and managing staff
  • Windows PC and MAC certifications a plus
  • ITIL Foundation certification a plus
  • Excellent verbal, written communication, and negotiations skills
  • Advanced experience in JAMF and InTune
  • Self-motivated, able to work independently, and takes initiative
  • Strong ability to multitask and resolve issues with urgency
  • Outstanding attention to detail with superior time and project management skills
  • Excellent problem-solving/analytical skills and knowledge of analytical tools

Benefits:

Competitive Medical, Dental, and Vision benefits
Retirement plans with optimal company match
Annual bonus/merit opportunity
Educational Assistance
Mental Health support program
M.O.R.E. Events offered in-person and virtually
Mentorship program
Employee Resource Groups

Community Engagement
Diversity, Equity, and Inclusion
Parenting
Remote
Women at RE/MAX

RE/MAX, LLC & Motto Mortgage

RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education, and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your innovative ideas are valued, and hard work and collaboration truly make a difference. Nobody in the world sells more real estate than RE/MAX. RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado. Certain roles may be location-specific, however, in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas. RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job, or other legally protected categories. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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