Manager IT Administrator

Lifespace Communities•Beacon Hill, DE

3d•$38 - $52

About The Position

Live your purpose. Grow your career. Thrive through teamwork. Create meaningful, personalized experiences. At Lifespace, team members are at the center of delivering a purpose driven experience for our residents! We provide an environment where each team member can live their aspirations, developing in their career, making a difference, and being a part of a meaningful mission. Join our IT team today as our new Manager of Community Technology. A few details about the role: Handle customer expectations (both internal staff and residents) regarding IT services, identify gaps between customer needs and IT capabilities, and find innovative solutions to bridge those gaps. Deliver high levels of customer service with a positive, outgoing approach to service delivery. Provide periodic technology training sessions with staff and residents. Ensure the overall technical health and stability of the assigned community, including remote locations, and maintain high levels of resident and team member satisfaction. Coach and encourage business stakeholders on the potential use of technologies that add value to business units. Represent and communicate business unit management’s technology needs to the wider IT department. Vendor management to coordinate with key vendors to diagnose and troubleshoot complex technical issues, holding them accountable for SLAs. Own and facilitate timely root cause analysis for community level severity 1 and 2 outages, including follow-up communication to affected team members and/or residents. Coach and mentor junior team members, resident volunteers, and first level help desk support team on resolving incidents, escalating complex tickets, and communicating updates effectively. Gain a deep understanding of the technical infrastructure at all communities, including core applications, network connectivity, Wi-Fi capabilities, and service issues. Lead local project efforts for community technical improvements and contribute to enterprise-wide IT initiatives. Research, define, and document IT support processes and procedures, including incident management, problem management, change management, and asset management.

Requirements

Bachelor’s degree in management information systems, computer science, or business preferred
Five to eight years of IT infrastructure experience with demonstrated progression of skills and responsibilities
Advanced Professional Certification (e.g., MCDT, MCSE)
Ability and willingness to work in an environment providing 24x7x365 support to our communities

Nice To Haves

Experience providing IT support in the healthcare industry is a plus

Responsibilities

Handle customer expectations (both internal staff and residents) regarding IT services
Identify gaps between customer needs and IT capabilities
Find innovative solutions to bridge those gaps
Deliver high levels of customer service with a positive, outgoing approach to service delivery
Provide periodic technology training sessions with staff and residents
Ensure the overall technical health and stability of the assigned community, including remote locations
Maintain high levels of resident and team member satisfaction
Coach and encourage business stakeholders on the potential use of technologies that add value to business units
Represent and communicate business unit management’s technology needs to the wider IT department
Vendor management to coordinate with key vendors to diagnose and troubleshoot complex technical issues, holding them accountable for SLAs
Own and facilitate timely root cause analysis for community level severity 1 and 2 outages, including follow-up communication to affected team members and/or residents
Coach and mentor junior team members, resident volunteers, and first level help desk support team on resolving incidents, escalating complex tickets, and communicating updates effectively
Gain a deep understanding of the technical infrastructure at all communities, including core applications, network connectivity, Wi-Fi capabilities, and service issues
Lead local project efforts for community technical improvements and contribute to enterprise-wide IT initiatives
Research, define, and document IT support processes and procedures, including incident management, problem management, change management, and asset management