Technology Support and Operations Manager

Avenue5 Residential•Phoenix, AZ

17h

About The Position

The technology support and operations manager is responsible for leading Avenue5’s end-user technology support and operational IT services across corporate and property environments. This role goes beyond traditional helpdesk management, owning the delivery of a scalable, secure, and high-performing support model that enables business operations across a geographically dispersed portfolio. This individual will drive service excellence, operational maturity, and continuous improvements across support functions while ensuring reliable performance of core systems, endpoints, and user services. The role requires a balance of leadership, technical depth, and operational discipline, with accountability for both day-to-day support and long-term service optimization.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field experience required
Five plus years of IT support or technology operations experience
Two plus years in a leadership or team management role
Strong experience with IT service management and ticketing systems (e.g., FreshService or similar)
Hands-on experience with Microsoft 365 ecosystem, including Intune, Entra ID, and SharePoint
Understanding of endpoint management, device lifecycle, and user support operations
Familiarity with networking fundamentals, security practices, and enterprise systems
Proven ability to manage SLAs, KPIs, and service performance metrics
Strong troubleshooting skills across hardware, software, and user environments
Strong leadership with the ability to build, coach, and scale support teams
Ability to operate both strategically and tactically in a fast-paced environment
Excellent communication skills with the ability to translate technical concepts for non-technical users
Highly organized with the ability to manage competing priorities and high-ticket volume
Strong analytical mindset with the ability to identify trends and drive improvements
Ability to handle escalations and make sound decisions in time-sensitive situations
Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned

Nice To Haves

Experience in multi-site or distributed environments strongly preferred
Experience supporting property management platforms (e.g., Yardi, RealPage) preferred

Responsibilities

Own end-to-end delivery of IT support services across corporate teams and property-level associates
Ensure consistent, high-quality support for all end-user technologies, including devices, applications, and access
Serve as the primary escalation point for high-impact or complex technical issues affecting business operations
Oversee daily helpdesk operations while continuously improving service delivery, responsiveness, and reliability
Define, track, and enforce service level agreements (SLAs) and key performance indicators (KPIs)
Monitor performance metrics, including response time, resolution time, backlog, and customer satisfaction
Provide regular reporting and actionable insights to IT leadership
Drive continuous improvement through trend analysis and root cause elimination
Oversee support and lifecycle management of end-user technology, including laptops, mobile devices, printers, and peripherals
Ensure effective use and management of platforms such as Microsoft 365, SharePoint, Intune, and identity systems
Partner with engineering and infrastructure teams to ensure stable and scalable technology environments
Support onboarding and offboarding processes, including secure provisioning and deprovisioning of access and devices
Ensure adherence to endpoint security, identity access management, and device compliance standards
Support incident response efforts and escalation procedures in coordination with security teams
Maintain audit-ready processes related to user access, device management, and support operations
Enforce best practices around data protection, access control, and acceptable use
Identify recurring issues and implement scalable solutions to reduce ticket volume and improve efficiency
Drive automation, self-service capabilities, and knowledge base maturity
Establish and standardize processes for support, escalation, and service delivery across all locations
Improve operational workflows to support a growing and distributed workforce
Partner with property operations, regional leadership, and corporate teams to align technology support with business needs
Lead change management efforts for system rollouts, upgrades, and new technology initiatives
Ensure effective communication, training, and adoption of new tools and processes
Act as a bridge between end users and IT to improve overall technology experience
Own relationships with technology vendors and service providers
Ensure vendor performance aligns with service expectations and SLAs
Coordinate issue resolution across third-party systems and platforms
Lead, mentor, and develop a high-performing customer-focused support team
Establish clear expectations, accountability, and career development paths
Foster a culture of ownership, responsiveness, and continuous improvement
SLA Adherence ≥ 95%
First response and resolution times within defined targets
Mean Time to Resolution (MTTR) reduced over time
Customer satisfaction (CSAT) ≥ 4.5/5
Reduction in repeat incidents through root cause resolution
Controlled ticket backlog within defined thresholds
Increased self-service adoption and reduced manual support demand
Perform other duties as assigned