Manager of ITSM Operations

Ryan Companies US, Inc.•Minneapolis, MN

2d•$105,000 - $130,000•Onsite

About The Position

Ryan Companies has an immediate hiring need for an IT Support Center Manager. This is an IN-OFFICE role in our corporate headquarters in downtown Minneapolis. The Support Center Manager is responsible for the day-to-day operations of the Support Center team by leading and supporting the team to ensure an efficient and excellent customer service experience. Strong technical background combined with customer service experience, problem solving style with ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining and exceeding service levels. With more than 80 years in business and 16 offices (and growing!), Ryan offers comprehensive commercial real estate solutions to customers across the US. We bring a collaborative, relationship-driven approach to delivering spaces where people thrive and businesses succeed. Join a company with an outstanding culture and competitive benefits. At Ryan, we don’t just build buildings – we build stories.

Requirements

Bachelor's degree in computer science, information technology, or a related field
At least two years of experience as a Help Desk Manager or in a technical support role
Strong technical background
Excellent analytical and troubleshooting skills
Ability to work under pressure
Leadership development
High level of engagement
Position requires verification of employment to work in the U.S.

Responsibilities

Monitor and delegate support requests through various channels; walk-up, phone, email, and self-service ticketing to ensure SLAs are met
Work independently and collaborate with internal team members, and external groups to triage and troubleshoot issues, escalating or reporting issues when necessary
Oversee the lifecycle of user accounts; helping provisioning new hires as needed, making appropriate changes and disabling and offboarding when appropriate
Serve as an administrator of ITSM Incident and Problem Management tools
Monitor call queue and staffing levels to ensure proper coverage
Manages priorities and team schedules
Staff training; management of Support Analyst onboarding including all required training and measuring performance
Provide operational guidance to Support Analysts
Ensure staff is effectively scheduled to provide proper coverage
Create, update and manage applicable Support Center policies
Provides phone support during coverage gaps and or peak volume periods
Create and manage daily and monthly Incident reports