IT Support Manager, Financial Services

Taylor Morrison•Maitland, FL

6d•Onsite

About The Position

As an IT Support Manager, Financial Services working for Taylor Morrison Home Funding, you will supervise a team of technical support professionals making sure all tickets submitted are resolved according to company guidelines. The IT Support Manager may also provide advice or troubleshoot with team members from all departments directly. You will need knowledge of the software, hardware, or programs utilized by all departments. You will also establish and maintain relationships with regional, division and IT leadership, championing the IT needs of the organization.

Requirements

Minimum 3+ years of IT experience, network, hardware, software administration and telecommunications with remote support experience
Requires a bachelor’s degree or equivalent in education and experience
Windows 2003, 2008, 2010, 8; 10
Microsoft Office Suite 2010, 2013, Lync (Skype for Business), Cisco Firewalls & access points, Wireless communications, and VPN technologies
Knowledge of Cisco network equipment to include Routers, Firewall and Switches; Clear understanding of protocols and the ability to configure and troubleshoot them (TCP/IP, DNS, WINS, DHCP, EIGRP, SNMP, SMTP, FTP, VPN, BGP, Network Monitor etc.)
Positive and self-driven demeanor
Report to designated work location/office as required by department and adhere to schedule
Ability to oversee direct reports daily and provide guidance as needed
Ability to access, input, and retrieve information from a computer and/or electronic device
Ability to have face to face conversations with customers, co-workers and higher level manager
Ability to sit or stand for long periods of time and move around work environment as needed
Ability to operate a motor vehicle if applicable
Comply with company policies and procedure
Delivers outstanding customer service through clear verbal and written communication, collaborating effectively with both internal and external customers
Meet role and responsibility metrics as outlined in position framework

Nice To Haves

Mortgage industry experience recommended
Taylor Morrison Home Funding experience and/or successful completion of training program may override required education and/or experience requirement.

Responsibilities

Manage team incidents and review new items (problems, incidents) assigned to their work group in the Help Desk ticketing system
Ensure that sufficient information is available with each incident to proceed with the analysis and resolution
Ensure all work effort is documented in the Help Desk ticketing system and remains current through closure on daily basis
Manage escalated calls or issues ensuring timely resolution and customer satisfaction
Communicate recurring problems to Management
Oversee and coordinate the scheduling of contract local tech support
Prepare and conduct team member evaluations
Assist and coordinate IT projects as needed
Manage and support Help Desk ticketing software
Support, uphold and improve upon SLA performance
Create and analyze reports to assess performance metrics for management
Manage regional technical support
Manage Onboarding/Off boarding of Employees
Manage Hardware support and installs
Manage Software support and installs
Communicate IT related application/server downtime alerts to users
Represent IT out to the company and promote IT initiatives
Demand the highest ethical standards from self and others
Set an example of good attitude and professionalism, including a neat, orderly, and safe work environment
Be the team champion for Love the Customer
Perform other duties as assigned
Interviewing, selecting, and training employees
Setting rates of pay and hours of work
Appraising productivity; handling employee grievances or complaints, or disciplining employees
Determining work techniques
Planning the work
Apportioning work among employees
Determining the types of equipment to be used in performing work, or materials needed
Planning budgets for work
Monitoring work for legal or regulatory compliance
Providing for safety and security of the workplace