Helpdesk Supervisor

Overview

We have a newly created role in AMLI’s IT group as Helpdesk Supervisor. The person in this role will manage and participate in the daily operations of AMLI’s Helpdesk team. Oversee staff that supports end-user hardware, operating systems, and software. Provide high-quality technical support and customer service to facilitate and enable efficient business operations at AMLI communities and corporate offices.

Essential Functions of the Job:

• Manage staff and activities of the AMLI’s IT helpdesk
• Participate in hands-on Helpdesk support activities approximately 50% of the time
• Coach, manage, and mentor staff in effective execution of crucial Helpdesk activities.
• Provide local and remote support and troubleshooting of computer and software issues
• Image, configure and deploy laptops and workstations.
• Triage incoming tickets, gathering information to resolve the ticket or escalate to the appropriate team
• Oversee and direct the configuration of the Helpdesk ticket system (SysAid)
• Optimize Helpdesk operations through adoption and execution of ITIL/ITSM best practices
• Manage and participate in on-call rotation for support emergencies outside of business hours
• Work closely with the HR and Training departments to identify and proactively address knowledge sharing and process improvement opportunities. 
• Regularly interface with CIO and other IT leaders on initiatives and the support of new technologies.

Travel:  Travel up to 10% may be required. Employees who are required to drive for work, whether for travel between job sites, out-of-town travel, and/or to run errands on behalf of AMLI, are required to have a valid driver’s license and carry appropriate state-required insurance.

QUALIFICATIONS:

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

EDUCATION and/or EXPERIENCE: 

3 years of experience in Information Technology role with increasing levels of responsibility preferred. Experience in a corporate helpdesk preferred. College degree preferred. A degree in Information Technology or Business is a plus. Experience in the multi-family apartment industry is a plus. 

AMLI is an equal employment opportunity employer that encourages personal and professional growth. We have one of the best training programs in our industry; supporting the certification process and on-going technical skills development.