IT Support Services Manager

D.R. Horton•Arlington, TX

2d•Onsite

About The Position

D.R. Horton, Inc. is seeking an IT Support Services Manager for their Financial Services IT Department. This role is responsible for managing, training, and developing Help Desk staff. The manager will oversee the initial triage, escalation, and coordination of all system problems reported to the Help Desk, and will enforce policies and procedures for applications and hardware. Additionally, the role involves communicating IT-related notifications and updates to DHIM and DHIT employees.

Requirements

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Management, training, and development of Help Desk staff
Initial triage, escalation, and coordination of all system problems reported to the Help Desk
Enforce policies & procedures for applications and hardware
Communicate IT related notifications and updates to DHIM and DHIT employees
Supervises two or more employees in a specific IT Area.
Responsible for the overall direction, coordination, and evaluation of these units.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Responsibilities

Creation and maintenance of training, troubleshooting, and other Help Desk documentation
Scheduling Help Desk staff for necessary coverage of business activities
Management and distribution of monthly Help Desk statistics
Coordination of periodic reviews of system access, and review/certification of results
Initial triage, escalation, and coordination of system problems reported to the Help Desk
Identification of problem report trends and recommendation of actions to take based on those trends
Coordination with DHIM Training Department to provide Help Desk assistance during scheduled training classes
Act as a liaison between the FS Help Desk and the Corporate IT Help Desk and other FS IT groups
Coordination with Compliance and FS Licensing regarding audit questions, and procedure modifications resulting from legal and regulatory changes
Assist in rolling out new systems and software as identified by other IT groups
Comply with record retention requirements for affected FS HD documents
Periodic review of outstanding tickets, ensuring timely completion
Conduct reviews of some data post HD review, e.g. Empower access, FS cell phones, Application Extender
Conduct periodic team meetings
Coordinate, Research and testing, and at times lead the new desktop, laptop, printer technologies, OS releases and maintenance
Creation of Help Desk support documentation and specialist training
Supplying adhoc reports to management of Help Desk activity
Work order assignment and follow through
Fundamental understanding of all DHIM and DHI Title systems and interfaces and who to contact when issues arise