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IT Service Desk Manager

| Austin
IT Service Desk Manager 
 
Amherst is a technology company with over twenty years of success developing and optimizing data analytics platforms for the real estate market. Having honed a unique analytical approach across residential real estate, commercial real estate, and fixed income, our platform powers various real estate business strategies including mortgage securitizations, asset management, and a single-family buy-to-rent. Our data, technology and risk-management solutions provide our clients an edge in navigating today’s real estate markets. 
 
Amherst is hiring for an experienced IT Service Desk Manager for its corporate office in Austin, TX. We desire someone that can think strategically but LOVES the day to day hands on technical aspects of supporting local and remote employees. The IT Service Desk Manager will be responsible for managing a geographically disperse and growing support team providing technical customer support to all corporate systems and applications. We are experiencing tremendous growth and seek to hire individuals that work well in hyper fast-paced, every changing dynamic work environments.
 
Key Duties and Responsibilities:
 
  • Oversee and lead the helpdesk operations that supports the corporate and remote offices
  • Lead the department to provide support for business infrastructure and applications, including e-mail, printing, wireless and wired network connectivity, phones.
  • Oversee facility support, including conference rooms and meeting spaces, IT coordination of live events, coordinating with on-site vendors, etc.
  • Act as escalation point for all customer and critical priority issues
  • Monitor helpdesk tickets to ensure that the tickets are being handled in a timely manner escalating to system engineering, network engineering and security as needed.
  • Develop, measure, and report on key performance indicators, ensure adherence to agreed-on service level agreements, and make recommendations for improvements
  • Create, maintain, and enforce necessary and required documentation (policies, procedures, and standards) that outline how problems are identified, assigned and corrected
  • Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
  • Oversee IT onboarding activities for all new corporate and remote employees
  • Make recommendations for improvements to existing systems 
  • Lead the team to maintain and build online documentation for internal use as well as user use
  • Provide guidance in goal-setting, performance reviews, coaching and mentoring, and team member development
  • Purchasing and deployment tasks
  • Grow the team as the company expands 
Qualifications:
  • Bachelor’s degree in a technical field or equivalent experience 
  • 5+ years of proven hands-on IT helpdesk experience supporting local and remote offices
  • 2+ years of IT management experience
  • Experience with Windows 10 desktops and laptop technical support
  • Foundational understanding of information security principles and how they apply to IT operations, including the secure configuration of general purpose environments and operation of security appliances
  • Experience working in environments compliant with regulatory and best practice compliance frameworks (such as, ISO/IEC 27001, SOC 2, PCI DSS, etc.)
  • Strong working knowledge of Microsoft Windows, Active Directory Services, Exchange, etc.
  • Working knowledge of user device and enterprise mobility management (Windows, macOS, Android, iOS)
  • Excellent collaborative and team work skills, oral and written communications skills
  • Excellent troubleshooting and problem resolution skills
  • JIRA administration and workflow configuration experience is a plus
  • Willingness to work flexible / odd hours at times, based on needs 
 
Physical requirements: 
  • Occasionally lift up to 50 lbs. for equipment installation 
What we offer:
 
Amherst is a privately held corporation located in West Austin with beautiful views of Lake Austin and the loop 360 bridge in a modern workspace with open floor plans. 
  • A competitive compensation package, annual bonus, 401k match
  • Flexible PTO, 11 paid holidays, accrued sick/personal time
  • Employer paid benefits (medical, dental, vision, flex spending account)
  • Professional career development and reimbursement
  • On-premise fitness center, locker rooms
  • Daily catered lunches, fully stocked kitchen with snacks/drinks
  • Relaxed casual environment and weekly/quarterly office events!
 
Read Full Job Description

Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • HBaseDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • HadoopDatabases
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement

Location

Two offices around Austin at our HQ with beautiful views of Lake Austin in a modern office and our tech co-working space near Lady Bird Lake

An Insider's view of Amherst

What are some social events your company does?

Amherst is always participating in exciting events. From Dell Match Play to SXSW, Amherst engages in a variety of local events. We also host smaller events for employees such as summer BBQ's and happy hours. Nothing tops our holiday party, a true family celebration!

Austen

Director of Talent Programs

What projects are you most excited about?

I'm most excited about our Budget Revision Project! We were tasked with the challenge of moving a tedious process into a more user and mobile friendly system. This will allow the field teams to submit budget revisions from MSR Properties and have one system to manage the majority of their work. This excitement is why I love being a part of the team

Gage

Business Analyst

How has your career grown since starting at the company?

“At Amherst, I am able to work collaboratively with peers who have had years of experience similar to mine. The technology is current and evolving as the company grows. Therefore, my skills stay current and always improve.”

Stan

Senior Systems Engineer

How do your team's ideas influence the company's direction?

My team is expected to create new IP (Intellectual Property) through innovation in software, hardware, workflow process and data. Our goal is to build franchise value/shareholder value, solve difficult problems through creative solutions, and improve over-all efficiency that in turn makes life easier for all of Amherst

Todd

Chief Technology Innovation Officer

What are some things you learned at the company?

Within my first year, I have acquired solid enterprise-level knowledge in developing .NET applications by using Angular 4+, ASP.NET MVC, WPF, Entity Framework, and advanced SQL. We’re transitioning into ‘React’ apps that I'm excited about as it will add to my tech skills. I like that we have autonomy regarding the tech decisions in development

Ruchi

Software Engineer

What are Amherst Perks + Benefits

Amherst Benefits Overview

Competitive salaries
Choice of Mac or Windows hardware
Flexible vacation days, paid holidays, and work from home options
Medical, Dental, Vision, LTD, Life, EAP, and 401K with matching benefits
Stellar colleagues with proven track records
Free sodas, kombucha, cold brew, beer and healthy and unhealthy snacks at our Barton Springs WeWork location
Free lunch every day and breakfast tacos on Thursdays!

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Our coworking space near Ladybird Lake is pet-friendly!
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Competitive compensation and bonus program. Flexible PTO. Health, vision, dental and long term disability coverage. Paid maternity/paternity leave. Attractive office space. Training certifications assistance. Daily catered lunch and stocked kitchens. Monthly birthday celebrations. Casual work environment with regular team-building outings. Breakfast Taco Thursday.

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