The IT Support Services Manager reports to the VP Cybersecurity and Support Services and manages IT support system staff and is responsible for all aspects of customer technical support strategies, systems, processes and procedures. Provides leadership to the members of the technical support team and establishes and manages to achievement of department objectives, relevant Key Performance Indicators (KPIs), and individual performance goals to ensure the highest level of service and effective, timely delivery of support. The IT Support Services Manager will collaborate with various teams within MAA as needed to ensure clients receive exceptional service.

The successful candidate will embody and work to reinforce MAA's Core Values. Those values include:

• Appreciating the uniqueness of each individual
• Communicating openly and with integrity
• Embracing opportunities
• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Manages a staff of IT support specialists and sets goals, assign projects, performs evaluations, and develops staff to effectively accomplish strategic goals and achieve KPIs
• Compiles ServiceNow Service Level Agreement (SLA) reports and audits against events
• Reviews historical performance of services to determine if any are in need of investigation for possible repetitive or chronic issues
• Reviews data from internal inventory and monitoring systems to ensure accuracy of metadata which is relevant to performance of daily ticket handling and monthly reporting
• Leads or participates in projects as they relate to the delivery and management of IT support-related services
• Develops and maintains policies and procedures for the environment, including overall service measurement framework and overall service monitoring and reporting schedules
• Tracks and analyzes trends in service desk requests and generate statistical reports
• Continuously evaluates, innovates, and recommends new enhancements/platforms/solutions in collaboration with internal and external resources to maintain security and enhance staff/member experience
• Builds meaningful vendor service performance measurements and coordinates service level delivery reviews with third parties
• Plans and performs appropriate procedures, documentation, inventory assessment, and other procedures related to IT
• Oversees the development, implementation and administration of service desk staff training procedures and policies
• Monitors and ensures key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance
• Provides technical guidance to staff in troubleshooting, efficient issue resolution and provides technical expertise as needed to help resolve escalated client support issues
• Keeps abreast of all industry standards and trends as it relates to the management of IT services & support functions
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, and by participating in professional societies or associations
• Performs other related duties as assigned to meet the needs of the business

Required Qualifications

• High school diploma/GED required
• Five (5) to seven years (7) of experience in a corporate IT environment working with services and support required
• Minimum of five (5) years of continuous management experience managing an IT support services and operations team required
• Previous experience in application support with PC Imaging, MS Office, Adobe, IE, Java, etc. required
• Previous experience providing end-user support for Microsoft Exchange e-mail systems and Active Directory required

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Systems or related area preferred
• Previous experience in directly leading cross-functional teams and managing multiple vendor relationships preferred
• Previous experience in procurement preferred
• Previous experience with ServiceNow in a service desk environment preferred
• Previous experience in the Real Estate Investment Trust (REIT) industry preferred
• Microsoft Certified Profession (MCP), Microsoft Certified Systems Engineer (MCSE), and/or ITIL certifications preferred
• Preferred experience in the following applications or platform types include:
  • VMware / CISCO CCX / MS Exchange / Manage Engine
  • IT Vendor Management
  • IT Project Management
  • On-premise and cloud based architectures
  • Network Security, Data Storage, Disaster Recovery
  • Software Development Lifecycle
  • Agile/Scrum

Knowledge, Skills, and Abilities

• Knowledge of IT service and support Management concepts and practices, including incident management, problem management and service level management processes
• Knowledge of IT systems, held desk operations, customer support operations management and IT regulatory controls
• Knowledge of business operations and the impact of service levels and any associated failures
• Skill in verbal, written and interpersonal communication, including communications to both technical and non-technical audiences
• Skill in working with all levels in the organization to discover needs, communicate services, resolve support issues, coordinate resources, and build and foster strong working relationships
• Skill in project management, analyzing problems, determining solutions and produce desired outcomes
• Skill in team-orientation and working within a collaborative environment to achieve results
• Skill in team leadership and mentoring technically-oriented direct reports
• Ability to travel as needed (25% of time)
• Ability to be on-call 24-hours to provide support for staff and escalated issues
• Accessible after business hours to support on-call staff in escalation situations

MAA recognizes that talented people are attracted to companies that provide competitive pay, comprehensive benefits and outstanding advancement opportunities. We offer a comprehensive benefits package* including, but not limited to, the following:

* Medical, Dental and Vision Insurance

* Life and Disability Insurance

* Employee Assistance Program

* Vacation, Sick Leave, and Holiday Pay

* 401(k) Retirement Plan

* Tuition Reimbursement

* Adoption Reimbursement

* Apartment Discount

* Opportunities for promotion and internal career advancement

*Eligibility for benefit plans and programs vary based on hours worked and length of employment.

We are committed to providing service excellence and value to those who depend on us at MAA. Our people-first approach has been transforming properties into communities and apartments into homes for over 25 years. As the largest owner-operator of multifamily apartments in the United States - we are established leaders in the real estate space - bringing tremendous opportunities to those looking to build their careers. We invite you to explore our Brighter View and find your place at MAA!

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