Assistant Manager, Help Desk

About Baird & Warner Real Estate

Over the last decade, Baird & Warner was named a Chicago Tribune Top Workplace ten times in a row. But we didn’t get there by accident — behind every great company is a culture created by the professionals who work there. Throughout our rich history, one thing has remained true: we believe that when you give people the support they need, amazing things can happen. That’s why at Baird & Warner we empower you to be independent, to grow in your career, to do the right thing by your colleagues and your community, and to have a true work/life balance. We truly care about making our team feel part of something bigger by sharing a single purpose — making it easier for homebuyers and sellers to realize their real estate dreams.

Job Summary

Responsible for providing timely advanced support to all internal and remote end-users on a variety of workstation, hardware, software, network and peripheral devices within set company standards and guidelines. Assists with managing infrastructure, policies/procedures, and workflows, mentoring and providing resource support to the IT Support Technician positions. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner.

This position will require about 2-3 days/week of on-site working, splitting time between our two corporate offices in Chicago Loop and Schaumburg. A car and/or reliable transportation is needed for occasional travel to local branch offices.

Essential Duties and Responsibilities

• Serve as an escalation point for the help desk team
• Single point of contact for all incident escalation across our businesses
• Ensure superior customer service is always given
• Be hands-on and resolve incidents as needed to ensure SLA’s are met
• Create documentation and playbooks as needed
• Manage the ticketing system, generate reporting and analysis
• Provide recommendations for improvements
• Travel to locations in the Chicagoland area, occasionally as needed
• Manage day-to-day operations of the helpdesk ensuring all processes used by the Helpdesk are thoroughly documented, audited, maintained, and followed in line with the firm's goals and compliance requirements
• Manage response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices
• Provide strong leadership and support to all helpdesk team members, including assigning tasks, resolving conflicts, training and mentoring
• Share data insights on a monthly basis with IT leadership
• Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software
• Maintain a high level of user call-to-resolve experience/satisfaction
• Approve/manage team member timesheets
• Manage on-call shifts and assignments

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated ability to lead, mentor, train, and appropriately delegate responsibilities
• Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc.
• Strong troubleshooting, problem-solving and support skills
• Demonstrates exceptional customer service skills and ability to train team to same level
• Ability to work with clients remotely with or without remote assistance software
• Ability to work as needed, on-call to assist with emergencies
• Effective oral and written communication skills
• Ability to work with a diverse group of people in a collaborative environment
• Ability to handle multiple projects and thrive in a fast-paced environment
• A valid driver’s license and reliable transportation is required
• Ability to maintain a 95% or higher Service Level Agreement (SLA).
• Relies on experience and judgment to plan and accomplish goals
• A wide degree of creativity and latitude is expected

Education and/or Experience

• Associates degree in field or related area
• 5 years’ experience in field or related area
• 3 years’ experience with networking equipment
• Real Estate experience a plus.

Language Skills

Excellent verbal and written skills required.

Reasoning Ability

Must be able to work independently and research problems/questions as required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to physically carry and lift laptops, desktops, printers and related computer equipment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Medical, dental, vision, PTO, VTO