Digital Workplace Manager

FITCH IRICK MANAGEMENT LLC•Charlotte, NC

3d•Onsite

About The Position

Fitch Irick Corporation, based in Charlotte, NC has over 30 years of experience in the affordable housing development and property management field. Fitch Irick is knowledgeable in the complexity of regulations with Rural Development, HUD, and Low-Income Housing Tax Credit Programs. Fitch Irick currently manages 12,000+ units in 250 properties throughout the southeastern United States with multiple layers of programs and funding sources designed to better communities by providing quality affordable housing to residents in need. WHAT YOU'LL BE DOING| THE ROLE Manage all IT infrastructure and workplace technology within the corporate office and across the Fitch Irick property portfolio. Develop standardization for optimized lifecycle management, budget management and supportability. Ensure that all hardware and devices utilized by our employees is secure, up-to-date, asset managed and appropriate to deliver maximum productivity within budget. Manage external support partners, ensuring that agreed service levels are maintained or exceeded, and they are aligned with our strategic direction. Develop ITIL Service Management processes to be implemented across internal Fitch Irick IT team, along with ownership of ITSM platform. Manage IT Desktop Support and Infrastructure Support Resources. Deliver dashboard reporting on overall IT Service Levels with a focus on continuous improvement, incident reduction and customer experience. Own O365 Microsoft environment, directing our managed support partner to proactively maintain the environment to be aligned to our organizational structure, business needs and security requirements. WHAT YOU BRING| THE PERSON This role is well-suited for an experienced IT manager who has supported distributed, multi-site organizations - preferably within property management, development, construction, or similar environments Highly collaborative, adaptable, and flexible wearing multiple hats in a growing organization Passionate about delivering an exceptional customer and employee technology experience Proactive, practical, and solutions-oriented Aligned with and motivated by Fitch Irick’s mission and core values The number one goal of the IT function is to enhance and elevate customer experience. This role requires someone who consistently prioritizes service excellence in every decision and action.

Requirements

10+ years of technology-related work experience. (Property and site focused preferred)
5+ years of supervisory or management experience including managing remote teams and managed service providers.
5+ years customer service and business engagement in technology roles.
5+ years experience installing, configuring and supporting personal computer hardware, monitors, printers and peripherals across dispersed locations.
5+ years experience supporting Microsoft products including, O365, Azure, workstation and server operating systems.
5+ years experience supporting small to medium sized networks including a solid understanding of office cabling/networks, conference room and workplace technologies.
Proactive and practical approach to project risk / issue identification and resolution
Experience in delivering IT projects and office moves, change and decommissions across the US.
ITIL Knowledge and skills in: Service Strategy- Translating IT Strategy into outcomes for all users. Service Design – Ensuring solutions meet business needs Service Transition – Best practice for implementation and change management Service Operation – IT operational excellence for availability, customer service, problem management, service desk, incident management and request fulfilment. Continuous Improvement Procurement & management support – application of resource management, asset management, and supplier relationship management
Excellent written and verbal communication skills
Ability to work independently or collaboratively and respond creatively to complex challenges

Nice To Haves

ITIL certification

Responsibilities

Manage all IT infrastructure and workplace technology within the corporate office and across the Fitch Irick property portfolio.
Develop standardization for optimized lifecycle management, budget management and supportability.
Ensure that all hardware and devices utilized by our employees is secure, up-to-date, asset managed and appropriate to deliver maximum productivity within budget.
Manage external support partners, ensuring that agreed service levels are maintained or exceeded, and they are aligned with our strategic direction.
Develop ITIL Service Management processes to be implemented across internal Fitch Irick IT team, along with ownership of ITSM platform.
Manage IT Desktop Support and Infrastructure Support Resources.
Deliver dashboard reporting on overall IT Service Levels with a focus on continuous improvement, incident reduction and customer experience.
Own O365 Microsoft environment, directing our managed support partner to proactively maintain the environment to be aligned to our organizational structure, business needs and security requirements.