AVE by Korman Communities
IT Support Manager
AVE by Korman Communities, Plymouth Meeting, Pennsylvania, United States, 19462
Our best-in-class hospitality brand is growing, and we are seeking hard-working and passionate top talent to grow their careers with us! If you are interested in being a pioneer with AVE as we continue to expand our portfolio of flexible-stay residential communities nationwide, apply today for an opportunity to join our winning team!
AVE by Korman Communities is hiring an IT Support Manager to join our technology team. As the IT Support Manager, you will be responsible for leading and managing our service desk to ensure timely issue resolution and to provide exceptional customer service to our team members.
This will be a hybrid position (3 days in office, 2 days at home) based out of our Home Office in Plymouth Meeting, PA.
Responsibilities include but are not limited to:
Manage and administer the Freshservice service desk platformManage the IT Help Desk SpecialistDetermine priorities based on impact to business operation, customer satisfaction or complianceBring ITIL or ITIL like best practices into the organization to drive continuous improvement and implement in our Service Desk toolProvide remote and onsite support for business systems and infrastructureDocument the specifications of each site and system and maintain a record for asset planning and managementProvide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, and monthly meetings and as neededMake Service Desk the single source of truth and service delivery channel for ITMonitor and manage phone queue (participating in escalated calls as needed)Manage process for communicating outage/emergency activities to the organizationManage vendor relationships as it depends on daily operational needsCollect feedback to determine patterns and issues so that they can be resolved efficiently moving forward, including creating and maintaining FAQs documents to provide to customers to assist with troubleshootingDevelop and maintain the IT Technical Support Knowledge BaseManage the software and hardware purchases for the division. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs.Interface with executives, onsite team members, and 3rd Party Software VendorsLearn property management related conceptsInstall and troubleshoot various hardware and softwareSet up new computers and other business systemsCreate, manage, and terminate user accounts and manage security profiles for all systemsAnswer the Help Desk phone and emails in a courteous and friendly mannerIdentify Critical and Aged tickets for the IT Department24x7x365 availability for maintenance, troubleshooting, project implementations and after-hours support and participation in the IT on-call rotation scheduleRequirements
5+ years of experience in an IT Help Desk role supporting multiple sites/locationsIntermediate knowledge of service desk systems such as Freshservice, GoTo Assist, ServiceNow, or other similar ticketing systems for incident/change/problem managementMulti-family, corporate housing, hotel, or other hospitality experience highly preferredAssociate or college degree preferredTechnology related certifications including ITIL are a plusPrevious management experience is preferred but not required (this role will have one direct report)Must be a quick learnerHigh level of interpersonal skill and the ability to effectively communicate with teams across the entire organizationExcellent troubleshooting and problem-solving skillsStrong documentation and time management skillsMust be available to work the required full-time schedule of Monday through Friday with flexibility for after-hours support when needed.
Compensation
$80,000-90,000/yearIndividual compensation decisions will vary as the annual base compensation range provided is approximate and determined by a variety of factors including but not limited to experience, qualifications, education, and geographic location. AVE also offers additional bonus potential paid out on a monthly and/or quarterly basis (dependent upon the position), which is not included in the base compensation range listed above. All applicants who meet the general job requirements as outlined in the description are encouraged to apply.
#LI-hybrid
#LI-hybrid
The Perks
Fun, positive, and collaborative work environmentRobust training program and ongoing professional development opportunitiesComprehensive benefits package including: PTO, medical, vision, dental, and 401k (permanent full-time roles only)Enjoy a special day to celebrate in your birthday month each year with
paid Birthday Time Off
(permanent part-time and full-time roles only)Opportunities to give back including: participation in AVE's regular drives and fundraisers in addition to
paid Volunteer Time Off
each year to volunteer with your non-profit organization of choice (permanent part-time and full-time roles only)Complimentary furnished apartment stays at any AVE location nationwide for personal travel (permanent part-time and full-time roles only)A career home! Tons of potential for long-term career advancement within a rapidly expanding organization
About AVE
AVE is a brand of Korman Communities, a fifth-generation, family-owned-and-operated real estate company on a mission to create raving residents! Our first-class residential communities offer flexible living solutions - fully furnished apartments for month-to-month stays and contemporary unfurnished apartments for longer lease terms.
Our communities are designed to deliver unparalleled carefree living. We have professional, friendly teams on site to provide exceptional service, complimentary, on-demand, business and resort amenities for convenience, and fun resident events to create a sense of community.
While we own and operate a growing portfolio of best-in-class residential communities nationwide, our most important asset has always been our passionate, dedicated team members. We have a lot of longevity within our team because we commit to team members who embrace our values and promote our reputation for excellence. Many decades ago, we committed ourselves to a value system called QUEST which stands for Quality, Uniqueness, Excellence, Service, and Teamwork. The "S" representing "service," has been the driving force behind everything we do: service to our team members, service to our residents, service to our clients, and service to our communities.
Visit us online at https://www.aveliving.com/careers.
CCPA/CPRA Disclosure Notice
When you apply to a job on this site, the personal data contained in your application will be collected by Korman Communities.
Your personal data will be processed for the purposes of managing Korman Communities recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under CCPA 1798.145, pursuant to CPRA section 31 as necessary for the purposes of the legitimate interests pursued by Korman Communities, which are the solicitation, evaluation, and selection of applicants for employment.
Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Korman Communities to help manage its recruitment and hiring process on Korman Communities behalf. You can obtain a copy of the standard contractual clauses by contacting us at privacy@korman.com.
Your personal data will be retained by Korman Communities as long as Korman Communities determines it is necessary to evaluate your application for employment. Under the CCPA/CPRA, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted by contacting us at privacy@korman.com.
AVE by Korman Communities is hiring an IT Support Manager to join our technology team. As the IT Support Manager, you will be responsible for leading and managing our service desk to ensure timely issue resolution and to provide exceptional customer service to our team members.
This will be a hybrid position (3 days in office, 2 days at home) based out of our Home Office in Plymouth Meeting, PA.
Responsibilities include but are not limited to:
Manage and administer the Freshservice service desk platformManage the IT Help Desk SpecialistDetermine priorities based on impact to business operation, customer satisfaction or complianceBring ITIL or ITIL like best practices into the organization to drive continuous improvement and implement in our Service Desk toolProvide remote and onsite support for business systems and infrastructureDocument the specifications of each site and system and maintain a record for asset planning and managementProvide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, and monthly meetings and as neededMake Service Desk the single source of truth and service delivery channel for ITMonitor and manage phone queue (participating in escalated calls as needed)Manage process for communicating outage/emergency activities to the organizationManage vendor relationships as it depends on daily operational needsCollect feedback to determine patterns and issues so that they can be resolved efficiently moving forward, including creating and maintaining FAQs documents to provide to customers to assist with troubleshootingDevelop and maintain the IT Technical Support Knowledge BaseManage the software and hardware purchases for the division. This entails analysis of technology trends and recommendations for effective and economical solutions to IT needs.Interface with executives, onsite team members, and 3rd Party Software VendorsLearn property management related conceptsInstall and troubleshoot various hardware and softwareSet up new computers and other business systemsCreate, manage, and terminate user accounts and manage security profiles for all systemsAnswer the Help Desk phone and emails in a courteous and friendly mannerIdentify Critical and Aged tickets for the IT Department24x7x365 availability for maintenance, troubleshooting, project implementations and after-hours support and participation in the IT on-call rotation scheduleRequirements
5+ years of experience in an IT Help Desk role supporting multiple sites/locationsIntermediate knowledge of service desk systems such as Freshservice, GoTo Assist, ServiceNow, or other similar ticketing systems for incident/change/problem managementMulti-family, corporate housing, hotel, or other hospitality experience highly preferredAssociate or college degree preferredTechnology related certifications including ITIL are a plusPrevious management experience is preferred but not required (this role will have one direct report)Must be a quick learnerHigh level of interpersonal skill and the ability to effectively communicate with teams across the entire organizationExcellent troubleshooting and problem-solving skillsStrong documentation and time management skillsMust be available to work the required full-time schedule of Monday through Friday with flexibility for after-hours support when needed.
Compensation
$80,000-90,000/yearIndividual compensation decisions will vary as the annual base compensation range provided is approximate and determined by a variety of factors including but not limited to experience, qualifications, education, and geographic location. AVE also offers additional bonus potential paid out on a monthly and/or quarterly basis (dependent upon the position), which is not included in the base compensation range listed above. All applicants who meet the general job requirements as outlined in the description are encouraged to apply.
#LI-hybrid
#LI-hybrid
The Perks
Fun, positive, and collaborative work environmentRobust training program and ongoing professional development opportunitiesComprehensive benefits package including: PTO, medical, vision, dental, and 401k (permanent full-time roles only)Enjoy a special day to celebrate in your birthday month each year with
paid Birthday Time Off
(permanent part-time and full-time roles only)Opportunities to give back including: participation in AVE's regular drives and fundraisers in addition to
paid Volunteer Time Off
each year to volunteer with your non-profit organization of choice (permanent part-time and full-time roles only)Complimentary furnished apartment stays at any AVE location nationwide for personal travel (permanent part-time and full-time roles only)A career home! Tons of potential for long-term career advancement within a rapidly expanding organization
About AVE
AVE is a brand of Korman Communities, a fifth-generation, family-owned-and-operated real estate company on a mission to create raving residents! Our first-class residential communities offer flexible living solutions - fully furnished apartments for month-to-month stays and contemporary unfurnished apartments for longer lease terms.
Our communities are designed to deliver unparalleled carefree living. We have professional, friendly teams on site to provide exceptional service, complimentary, on-demand, business and resort amenities for convenience, and fun resident events to create a sense of community.
While we own and operate a growing portfolio of best-in-class residential communities nationwide, our most important asset has always been our passionate, dedicated team members. We have a lot of longevity within our team because we commit to team members who embrace our values and promote our reputation for excellence. Many decades ago, we committed ourselves to a value system called QUEST which stands for Quality, Uniqueness, Excellence, Service, and Teamwork. The "S" representing "service," has been the driving force behind everything we do: service to our team members, service to our residents, service to our clients, and service to our communities.
Visit us online at https://www.aveliving.com/careers.
CCPA/CPRA Disclosure Notice
When you apply to a job on this site, the personal data contained in your application will be collected by Korman Communities.
Your personal data will be processed for the purposes of managing Korman Communities recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under CCPA 1798.145, pursuant to CPRA section 31 as necessary for the purposes of the legitimate interests pursued by Korman Communities, which are the solicitation, evaluation, and selection of applicants for employment.
Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Korman Communities to help manage its recruitment and hiring process on Korman Communities behalf. You can obtain a copy of the standard contractual clauses by contacting us at privacy@korman.com.
Your personal data will be retained by Korman Communities as long as Korman Communities determines it is necessary to evaluate your application for employment. Under the CCPA/CPRA, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted by contacting us at privacy@korman.com.