Job DescriptionResponsibilitiesProvides direction and leadership to assigned Information Technology functions which support all company associates across a variety of areas, including PC, mobility, service desk, telecommunications, as well as other support areas. Directs assigned team to ensure that responsive, high-quality support services are appropriately provided, including 24/7 as business needs and urgency dictate. Works closely with other departments and business units to onboard new areas of support.
- Leads daily Service Desk operations, assigns workloads, monitors service levels, and ensures the team delivers timely, professional, and high-quality technical support.
- Recruits, onboards, coaches, and develops Service Desk associates; conducts performance evaluations and ensures effective cross-training and succession planning.
- Trains and equips Service Desk associates with the technical knowledge, tools, and resources needed to resolve incidents and service requests effectively.
- Monitors key performance indicators-including response times, resolution times, customer satisfaction, ticket backlog, and first-contact resolution-and takes corrective action when needed.
- Analyzes ticket volumes, service trends, business requirements, and performance data to determine staffing needs, balance workloads, and maintain appropriate support coverage.
- Collaborates with IT Operations leadership to develop, implement, and maintain support procedures that provide employees with a consistent and positive service experience.
- Partners with IT teams, business units, and other departments to identify support needs, improve communication, and establish clear incident escalation and resolution processes.
- Identifies and implements opportunities to improve the customer experience, increase Service Desk efficiency, streamline workflows, reduce costs, and strengthen service quality.
- Maintains and improves the Service Desk knowledge base, standard operating procedures, self-service resources, and technical documentation to promote consistent and efficient issue resolution.
- Ensures Service Desk associates understand and comply with company policies, information-security requirements, and all mandated regulatory and compliance standards.
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/ her supervisor.
QualificationsEducation and Experience Bachelor's Degree in Business Administration, Information Technology or other related field required. Minimum five years of experience in Information Technology required. Minimum of three years of IT Leadership experience required; or equivalent combination of education and experience.
Management/Decision Making Uses independent judgement to establish procedures and develop direction for the team(s). Makes analytical decisions and is accountable for all actions made by a department or group. Uses a high degree of analytical ability using sound judgment acquired through significant experience to solve complex and varied problems that could affect a large number of associates. Strong sense of ownership, bias for action, urgency, and drive.
Knowledge and Skills Has significant knowledge of an advanced discipline with a working knowledge of related fields. Has significant knowledge of the organization, work environment and process. Has knowledge to direct multiple functions and/or departments with full responsibility for operational results. Exceptional interpersonal skills required.
Physical Demands and Working Conditions- Standing
- Requires interaction with co-workers, residents or vendors
- Walking
- Sitting
- Occasional weekend, evening or night work if needed to ensure shift coverage
- Use hands and fingers to handle or feel
- On-Call on an as needed basis
- Reach with hands and arms
- Talk or hear
- Ability to lift: Up to 25 pounds
- Requires Travel: Occasionally
- Vision
Base pay in range will be determined by applicant's skills and experience. Full-time associates in role are also eligible for an annual bonus incentive. Temporary associates are not benefits eligible but may participate in the company's 401(k) program.
Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.
The application window is anticipated to close within 30 days of the date of the posting.
