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Form of workJob Title: Senior IT Site Manager Location: 175 Park Avenue, Madison, NJ 07940 Business Unit: TekConnect INTRODUCTION: The TekConnect Field Services Team provides technology support and services to Anywhere employees as well as technical support for our Regional Real Estate and Title Offices as well as Anywhere's Corporate HQ in Madison NJ. Come join our Field Services Team which requires expertise in local workstation support as well as local office support inclusive of network, AV and conference room support for an audience of approximately 1,000 offices and 70,000 agents, employees, and contractors! SUMMARY: The IT Site Manager position is responsible for all IT matters related to the Anywhere Headquarters located in Madison, NJ.
This is a full-time onsite position that will have direct oversight for onsite field technicians and vendors and will include full technical management and oversight for all technology support requirements including conference room, networking, AV, printers, and deskside support for a hybrid workforce who uses the location for a variety of business events such as collaboration of meetings, to host clients and for executive level events! The IT Site Manager will be the business relationship manager for our corporate headquarters and will partner with customers, the facilities team, internal IT Teams, and key business collaborators to understand their various technology needs and challenges. The ideal candidate will possess good interpersonal skills such as understanding technical requirements and staffing needs for high priority events, or understanding about recurring technology challenges, so we can work to implement long term solutions.
This position will report to the VP of IT Field Services. ESSENTIAL DUTIES AND RESPONSIBILITIES: Serve as the main contact and escalation point for all IT related services at the Madison Headquarters. This includes General IT Support, AV Support, Telecom Support, Connectivity (Wired/ Wi-Fi / Cell), and Security Systems (card access & cameras).
Lead all aspects of operation of the TekConnect Service Desk located at the Madison Hub. Ensure adequate resources are available to support customers and exceed established KPI's which include but are not limited to CSAT, MTTR, FCR and OLA's. Proactively manage IT personnel resources to ensure all work is performed in compliance with established standards.
Use Service Now to monitor support queues and employee / contractor / vendor performance. Manage AV Vendor relationship and resources and partner with facilities, administrators, and coordinators to ascertain schedules and requirements for all onsite meetings and events. Lead internal and external resources to ensure that the required IT / AV technology and support is available for all onsite meetings and events.
Partner with key business team members to understand challenges and needs as they relate to technology support and work with IT leadership to identify and implement solutions. Proactively monitor IT support demands, make necessary recommendations and work with IT Leadership to ensure that the necessary resources are available. Plan, manage, and complete local projects to drive results that meet or go above and beyond.
Collaborate on or lead specific national IT initiatives as driven and advised by IT Leadership. Ensure that security standards relating to data and network protection are implemented and maintained. Ensure that established procedures are maintained and adhered to for any IT related work or IT requests.
Ensure that all policies, procedures, and standards are understood and carried out. Assess and develop the talent of the personnel managed. Communicate IT initiatives and issues to users across the organization when appropriate.
Maintain the relationship between customer's and internal / external support teams, ensuring the continuous flow of information and coordination of activities between all entities. Assist with telecom responsibilities as advised by IT leadership. and build a culture of service excellence and continuous improvement.
Minimum qualifications- Four-year college diploma or university degree or equivalent experience preferred. Prior IT Management experience (5 years) and/or equivalent work experience which includes IT related project management, technology implementation and IT supervision. Experience with leading and supervising a team in a work environment.
Strong organizational skills and demonstrated project leadership experience. Solid grasp of corporate technology environments and network infrastructure. Prior experience or familiarity with the following- MS Windows, MAC OS, IOS, Droid, Microsoft O365, MS Teams Meetings, MS Teams Calling, OKTA, Ivanti, Zscaler, and TeamViewer.
Strong AV hardware fundamentals, experience working with MS Teams Rooms and BYOD solutions (I.E Crestron, Polycom, Logitech, etc.). Strong network and Internet fundamentals, wireless technology installation and solving. Computer hardware, peripheral, and handheld device support.
Outstanding customer service skills, including field support, interpersonal skills, both verbal and written. The ability to operate a computer for long periods of time. Travel as required- National meetings, local meetings, etc.
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