The Director IT Support Services reports to the SVP IT Operations and directs IT support system strategies, processes and procedures while leveraging tools and technology to deliver solutions to meet business needs.
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
Doing the right thing at the right time for the right reasons
Duties and Responsibilities
Leads team of information technology (IT) Support Specialists and management by setting goals, assigning projects, performing evaluations, and aiding professional growth to staff.
Sets strategy and direction for IT supports services to include best practices for service teams and to improve processes for automation and efficiency.
Creates automated issue identification processes and procedures through the ServiceNow platform.
Generates and analyzes statistical reports for improvement recommendations.
Standardizes reporting processes for better visibility and transparency to end users; ensures triage processes are followed consistently from intake, documentation, to resolution.
Monitors and reports on incident trends and anticipates potential issues for proactive resolution.
Establishes and implements Service Level Agreements (SLAs) and executes plans on improvements in all related key performance indicators (KPIs); evaluates SLAs to ensure they are agreed to by end users and understood by those resolving issues.
Acts as subject matter expert for developing service processes and strategies, and for expansion to other IT business functions; builds and supports business cases for expansion of ServiceNow use or new functionality.
Required & Preferred Qualifications
Bachelor's degree in Computer Science, Information Systems or related area preferred
Ten (10) years of experience in a corporate IT environment working with services and support; or an equivalent combination of education and experience required
Previous experience in directly leading cross-functional teams and managing multiple vendor relationships preferred
Previous experience with ServiceNow or Information Technology 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
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 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 to MAA properties as needed
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!
MAA is a real estate investment trust (REIT) that focuses on the acquisition, selective development, redevelopment and management of multifamily homes throughout the Southeastern and Southwestern regions of the United States.
Our mission at MAA is to deliver superior service and value for our residents, employees and shareholders. We refer to this as creating "A Brighter View" and we are doing it every day.
In fact, we proudly display "Our Brighter View" plaques at every MAA office just to serve as a daily reminder of our focused mission. MAA is committed to remaining true to our rich tradition of service to each other, to our residents, and to our shareholders. We respect the privilege to providing value to those whose lives we touch.
Please click on the links below to learn more about MAA’s culture and corporate charity as well as view MAA’s Corporate Profile: