Service Desk Manager

Odevo is a group of exciting brands with a shared vision of challenging status quo in the property management industry. We are committed to revolutionizing the industry with innovative software solutions that make managing properties easier more efficient and more effective. Our rapidly growing product and engineering organization is approaching 150 highly skilled professionals.

Our cloudbased platform is unique and in a brief time we have proven ourselves as a leading and innovative player on the market. Our product development department acts as a SaaS supplier to all the companies in the Odevo group and several other players in the industry. Together we will continue to challenge and change this industry. To continue our ambitious growth journey we seek more great people to join us to build marketleading property management software products. Are you one of them

About the Role

As part of the IT Operations team this role will manage our USbased Service Desk team which supports multiple companies nationwide. This role involves managing daily operations of the Service Desk ensuring efficient and effective support to endusers and continuously improving service delivery processes.

• Oversee the daily operations of the US Service Desk team ensuring timely and effective resolution of technical issues for multiple companies.
• Provide direction and support to the IT Ops US Service Desk team which includes handson administration and daytoday management of network systems servers workstations mobile devices and peripherals in a complex multiplatform computing environment
• Implement and manage ITILbased processes and best practices to enhance service delivery
• Monitor and analyze Service Desk performance metrics to identify areas for improvement and ensure all contacts are logged
• Develop and maintain documentation for IT support processes and procedures
• Train mentor and supervise Service Desk staff to ensure they have the right skills and knowledge as well as fostering a collaborative and customerfocused environment
• Coordinate with other IT teams to ensure seamless support and integration of IT services
• Manage major incidents escalations and provide advanced troubleshooting for complex technical issues
• Ensure compliance with company policies security standards and regulatory requirements
• Conduct customer satisfaction surveys and realtime feedback on tickets follow up with customers to identify areas of improvement
• Continuously identify ways to improve Service Desk operations through automation improved processes and by keeping up to date with the latest industry trends and technologies
• Ensure the Service Desk communicates with customers in an effective and timely way

Who You Are

• Organizationally savvy with the ability to engage at all levels of an organization
• Strong leadership skills
• Ability to articulate new ideas and concepts to technical and nontechnical audiences
• Excellent presentation communication and interpersonal skills
• Ability to understand the longterm (big picture) and shortterm perspectives of situations
• Ability to effectively quantify and translate business priorities into technical solutions
• Ability to communicate complex problems in a nontechnical and simplified manner
• Attention to detail and excellent analytic skills
• Well organized and able to work on own initiative
• Flexibility to travel within the US
• Trusted and respected as a thought leader with strong influencing skills
• Displays intellectual curiosity and integrity
• Motivated and driven by achieving longterm business outcomes
• Ability to work effectively in a team environment and lead crossfunctional teams

Experience

• Bachelors degree preferably in a technical discipline or equivalent experience
• Experience in a Service Desk or IT support management role
• Excellent leadership communication and interpersonal skills
• Proficiency in using Service Desk software and tools
• Able to communicate fluently in English both written and verbal
• Understanding of IT service management (ITSM) and Information Technology Infrastructure Library (ITIL) principles
• Strong technical and troubleshooting skills specific to IT hardware software and cloud platforms
• Awareness of the importance of Security and GDPR requirements

Excited
Get in touch! We look forward to receiving your application!

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About Odevo
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