IT Support Services Manager

D.R. Horton•Arlington, TX

10d•Onsite

About The Position

D.R. Horton, Inc. is hiring an IT Support Services Manager for its Corporate IT Department. The role manages, trains, and develops Help Desk staff and oversees the initial triage, escalation, and coordination of system problems reported to the Help Desk. The manager enforces policies and procedures for applications and hardware and communicates IT-related notifications and updates to DHIM and DHIT employees. The position supports Help Desk operations through staff scheduling, ticket and work-order oversight, documentation, reporting, access reviews, trend analysis, and coordination with internal IT, training, compliance, and licensing groups. It also supports system and software rollouts and helps research, test, and lead adoption of desktop, laptop, printer, and operating-system technologies and releases. The role is onsite Monday through Friday. If onsite availability on Saturday or Sunday is needed, it will be scheduled in advance. The manager supervises two or more employees and is responsible for the direction, coordination, and evaluation of their units, including hiring, training, work assignment, performance reviews, and addressing employee concerns.

Requirements

Bachelor's degree from a four-year college or university; or one to two years of related experience and/or training; or an equivalent combination of education and experience.
Ability to work onsite Monday through Friday; weekend onsite availability may be required if scheduled in advance.
Fundamental understanding of DHIM and DHI Title systems and interfaces and the appropriate contacts for issues.

Responsibilities

Manage, train, and develop Help Desk staff.
Create and maintain training, troubleshooting, and other Help Desk documentation.
Schedule Help Desk staff to provide necessary coverage for business activities.
Manage and distribute monthly Help Desk statistics and supply ad hoc reports to management about Help Desk activity.
Coordinate periodic system-access reviews and review or certify the results.
Triage, escalate, and coordinate system problems reported to the Help Desk.
Identify problem-report trends and recommend actions based on those trends.
Coordinate with the DHIM Training Department to provide Help Desk assistance during scheduled training classes.
Serve as a liaison between the FS Help Desk, Corporate IT Help Desk, and other FS IT groups.
Coordinate with Compliance and FS Licensing on audit questions and procedure modifications resulting from legal or regulatory changes.
Assist in rolling out new systems and software identified by other IT groups.
Comply with record-retention requirements for affected FS Help Desk documents.
Periodically review outstanding tickets and ensure timely completion.
Conduct reviews of data after Help Desk review, such as Empower access, FS cell phones, and Application Extender.
Conduct periodic team meetings.
Coordinate research and testing and, at times, lead work involving new desktop, laptop, and printer technologies, operating-system releases, and maintenance.
Create Help Desk support documentation and specialist training.
Assign work orders and follow through on them.
Maintain a fundamental understanding of DHIM and DHI Title systems and interfaces, including whom to contact when issues arise.
Supervise two or more employees, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints and resolving problems.