IT Manager, Desktop Support

The RE/MAX, LLC Enterprise Support Department is seeking an experienced IT Support Manager that is motivated and highly skilled. This role will lead a team of support engineers by providing essential leadership to maximize key performance indictors to ensure premier customer service. The role will require you to maintain, establish, and promote excellent working relationships between your team, customers, and management. Responsibilities include reviewing, prioritizing, and ensuring closure of support tickets through the service desk application. You will be part of a team that develops and administers a workstation strategy that includes technical standards, process automation, and performance analysis. This leadership role will be a user advocate and work to ensure business system needs are met. This is an On-Site position working at our Headquarters in the Denver Tech Center.

Essential Duties:

Manage a team of Desktop Support Engineers

Appraising performance

Addressing complaints and resolving problems

Manages support intake process

Analyzes, and manages SLAs, and routes tickets to the appropriate team

Owns the lifecycle management of a support ticket; ensures that it is solved properly and meets KPIs

Manages and maintains application access, security, configuration and support

Owns the change management process for upgrades and new releases

Creates, manages and deploys policies via Intune and JAMF

Manages the onboarding and offboarding of staff

Lead and oversee the development and training of staff

Manages hardware and software budgets and forecasting

Analyzing ticket trends and adjusting or creating new KPIs based on findings

Provides tier II technical support to customers for all corporate systems and software components

Research, build and deploy OS and software patches to computing devices and hardware

Oversees the desktop anti-virus application and process for Windows and Mac

Qualifications & Skills:

Associate's degree in technology or equivalent work experience

8+ years of experience in Information Technology

5+ years of experience overseeing desktop support operations and managing staff

Windows PC and MAC certifications a plus

ITIL Foundation certification a plus

Excellent verbal, written communication, and negotiations skills

Advanced experience in JAMF and InTune

Self-motivated, able to work independently, and takes initiative

Strong ability to multitask and resolve issues with urgency

Outstanding attention to detail with superior time and project management skills

Excellent problem solving/analytical skills and knowledge of analytical tools

Hire Range/Rate:

$115,000 - $135,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location.The offer rate represents one component of the RE/MAX Holdings total compensation package.Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus/merit opportunity
• Educational Assistance
• Mental Health support program
• M.O.R.E. Events offered in-person and virtually
• Mentorship program
• Employee Resource Groups
• Community Engagement
• Diversity, Equity, and Inclusion
• Parenting
• Remote
• Women at RE/MAX

RE/MAX, LLC & Motto Mortgage

Now is your chance to become part of a world-class, industry leading organization. RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your innovative ideas are valued, and hard work and collaboration truly makes a difference. Nobody in the world sells more real estate than RE/MAX!*

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado.Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!