Summary of Responsibilities
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.
Primary Responsibilities and Objectives
· 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
Education and Experience
· 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
· Experience in multi-site or distributed environments strongly preferred
· Experience supporting property management platforms (e.g., Yardi, RealPage) preferred
Skills and Requirements
· 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
Scheduling
· May require work outside standard business hours, including evenings, weekends, and holidays
· On-call support may be required based on business needs
Environment
· Exposure to environment typically found in an office building
Physical Requirements
Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform essential functions. These functions include, but are not limited to:
· Ability to lift, push, and pull up to 50 pounds
· Must be able to observe and detect signs of emergency through visual and/or auditory cues
· Must be able to remain stationary, move around, reach, and position oneself as needed for extended periods of time
· Ability to perceive the nature of sounds at normal speaking levels, including the ability to receive detailed information through oral communication, and to make the discriminations in sound
· Ability to receive detailed information through oral communication, and to make sound discriminations
· Visual requirements, including color, depth perception, and field vision
· Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct
· Ability to tolerate stressful situations
· Ability to work under minimal to moderate supervision
This job description is not an all-inclusive list of functions and tasks. Over the length of employment, these functions and tasks may change.
Diversity
Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
