The Senior Director of Enterprise Service Desk is responsible for developing and executing the Service Desk strategy to deliver a high-quality service to Greystar customers. This includes leading, managing, and overseeing the IT process and procedures with respect to service management, as defined by ITIL.
1. Develop and build an engaged, high performing team dedicated to the goals and mission of the Service Desk2. Developing, maintaining, supporting, and optimizing key ITIL functional areas including Service Desk, Service Monitoring, Change Management, Incident Management and Problem Management for the organization. 3. Plan, organize, manage staff, and overall service desk operations to ensure stable Level 1 support globally (onshore, near shore or offshore) taking into account regional culture and business acumen. 4. Steer Level 1 technical support activities globally across multi-regions in cooperation with the local or regional service team.5. Provide leadership over a matrixed organization which provides Level 2 and 3 application support and escalations to ensure best practices and approved standards are followed.6. Responsible for the ServiceNow platform strategy as well as future roadmaps and ITIL modules that might be added.7. Stay abreast of technology trends impacting the Service Desk and work closely with the IT executive staff to identify, recommend, develop, implement, and support cost-effective Service Desk technology and service solutions for all aspects of the global organization.8. Establish and analyze metrics for the customer SLA (Service Level Agreement) process.9. Partner closely with 3rd party managed service providers to ensure identified changes, improvements, and upgrades are driven timely and with a high level of success.10. Manage the monthly SLA review process with the MSP as well as the annual contract review and renewal process.11. Ensure the team is meeting expectations for customer service by establishing and routinely monitoring KPIs through the team lead.12. Analyze and leverage data to deliver process innovation and continuous improvement.
Depending on the position offered, regular full-time and part-time team members may be eligible to participate in a bonus program in addition to their base salary. Once eligible, team members may participate in the 401k plan. Regular, full-time team members are also offered a range of medical, financial, and/or other benefits from which to choose.
Greystar will consider for employment qualified applicants with arrest and conviction records.
Internal Number: R0039063
National Platform with Local ExpertiseGreystar, founded in 1993, provides world-class service in the multifamily real estate business. Our innovative business model integrates the management, development and investment disciplines of the multifamily industry on both national and local levels. This unique approach and our commitment to hiring the very best multifamily professionals have resulted in record growth, making us one of the most respected and trusted multifamily real estate companies in the country.Because our business model includes both investment and service-oriented businesses, we’re able to maintain a constant presence in local markets and create value in all phases of the real estate cycle. Our national platform provides economies of scale, financial sophistication, institutional quality reporting and tremendous capital relationships, while our city offices provide local market expertise and execution.Our dedication to redefining excellence in apartment living means we’re constantly exploring innovative ideas and pioneering new ways to serve our residents and clients. The Greystar team is more than 5,300 team members strong and growing. Check out the latest opportunities.