Cassidy Turley is a leading commercial real estate services provider with more than 3,500 professionals in more than 60 offices nationwide. The company represents a wide range of clients from small businesses to Fortune 500 companies, from local non-profits to major institutions. The firm completed transactions valued at $22 billion in 2011, manages 455 million square feet on behalf of private, institutional and corporate clients and supports more than 25,000 domestic corporate services locations. Cassidy Turley serves owners, investors and occupiers with a full spectrum of integrated commercial real estate services including capital markets, tenant representation, corporate services, project leasing, property management, project and development services, and research and consulting. In 2010, the firm enhanced its global service delivery outside of North America through its partnership with GVA. Please visit www.cassidyturley.com for more information about Cassidy Turley. Equal Opportunity Employer.
Responsibilities
- Deliver IT Service Desk function, policies, and procedures
- Provide process and management support, advice, and direction to Service Desk Team
- Develop and administer Service Desk staffing resource allocation and scheduling
- Perform necessary and appropriate Service Desk Management HR and administration services, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions
- Ensure that Service Desk Activity metrics and supporting metrics are produced and delivered
- Maintain overall ownership, monitor, track, and ensure quality assurance for all incidents and service requests
- Act as local point of contact for IT customer and end user management communication and escalation of issues
- Act as local point a contact for IT Technical Support Management for the escalation of support issues and concerns
- Ensure delivery of Service Desk staff skill assessment and training plans
- Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
- Provide communication to end users concerning the status of Incidents, Service Requests, and changes (RFC)
- Submit RFCs for users and Standard and Emergency RFCs for technical support
- Compile data through Incident entry that will be used for management information and reporting
- Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems.
- Maintain established service level agreements to meet customer expectations and quality standards
Requirements
- Bachelor degree; related computing field preferred
- Minimum of 5+ years of technical experience in a multi-state corporate environment
- Minimum of 3+ years of IT supervisory experience in a corporate environment
- Or any similar combination of education and experience
- ITIL Foundation Level certification required and ITIL Service Manager certification preferred
- Industry related certificates such as HDI, Project Management, Knowledge Management, etc. are a plus
- Excellent internal and external customer service skills
- Strong analytical and problem solving skills
- Strong interpersonal skills required to interact with clients and team members
- Good organization skills to balance and prioritize work
- Ability to work independently and as part of a team
- Excellent and demonstrated knowledge of IT processes and procedures, specifically Incident, Problem, Change and Service Level Management
- The qualified candidate will be detail oriented, able to handle multiple projects simultaneously, extremely professional, and customer service oriented
If you meet the above requirements and are excited to join our growing firm, please click the link below to apply.
Only applications submitted electronically will be considered. No phone calls, please.