Desktop Support Manager

Please apply if you are currently in Denver as this position has been updated to a full-time on-site role. The RE/MAX, LLC Enterprise Support Department is seeking an experienced IT/Desktop 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 indicators 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. Responsibilities: Manage a team of Desktop Support Engineers 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 Excellent verbal, written communication, and negotiation 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 Salary: $110,000 - $122,000 Actual compensation offered to candidates 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. Benefits: Competitive Medical, Dental, and Vision benefits Retirement plans with optimal company match Educational Assistance Mental Health support program M.O.R.E. Events offered in-person and virtually Employee Resource Groups Community Engagement Diversity, Equity, and Inclusion Parenting Remote 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! RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job, or other legally protected categories. Application Deadline: March 15, 2025 Seniority level Mid-Senior level Employment type Full-time Job function Information Technology and Management #J-18808-Ljbffr

Created: 2025-02-14