Manager of ITSM Operations

Job Description:

Ryan Companies has an immediate hiring need for an IT Support Center Manager. This is an IN-OFFICE role in our corporate headquarters in downtown Minneapolis.

The Support Center Manager is responsible for the day-to-day operations of the Support Center team by leading and supporting the team to ensure an efficient and excellent customer service experience. 
 
Strong technical background combined with customer service experience, problem solving style with ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining and exceeding service levels.

With more than 80 years in business and 16 offices (and growing!), Ryan offers comprehensive commercial real estate solutions to customers across the US. We bring a collaborative, relationship-driven approach to delivering spaces where people thrive and businesses succeed. Join a company with an outstanding culture and competitive benefits. At Ryan, we don’t just build buildings – we build stories.

What you can expect to do:

• Monitor and delegate support requests through various channels; walk-up, phone, email, and self-service ticketing to ensure SLAs are met

• Work independently and collaborate with internal team members, and external groups to triage and troubleshoot issues, escalating or reporting issues when necessary

• Oversee the lifecycle of user accounts; helping provisioning new hires as needed, making appropriate changes and disabling and offboarding when appropriate

• Serve as an administrator of ITSM Incident and Problem Management tools

• Monitor call queue and staffing levels to ensure proper coverage

• Manages priorities and team schedules

• Staff training; management of Support Analyst onboarding including all required training and measuring performance

• Provide operational guidance to Support Analysts

• Ensure staff is effectively scheduled to provide proper coverage

• Create, update and manage applicable Support Center policies

• Provides phone support during coverage gaps and or peak volume periods

• Create and manage daily and monthly Incident reports

What we expect to you bring:

• Bachelor's degree in computer science, information technology, or a related field

• At least two years of experience as a Help Desk Manager or in a technical support role

• Strong technical background

• Excellent analytical and troubleshooting skills

• Ability to work under pressure

• Leadership development

• High level of engagement

Compensation:

The base pay range is $105,000-$130,000/Annually. The salary may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission and/or an incentive program.

Eligibility:

Position requires verification of employment to work in the U.S.

Benefits:

• Competitive Salary

• Medical, Dental and Vision Benefits

• Retirement and Savings Benefits

• Flexible Spending and Health Savings Accounts

• Life Insurance

• Short-Term and Long-Term Disability

• Educational Assistance

• Paid Time Off (PTO)

• Employee Assistance and Wellness Programs

• Parenting Benefits

• Employee Discount Programs

• Pet insurance

• Ryan Foundation – charitable matching funds

• Paid Time for Volunteer Events

Disclaimer: Eligibility may vary based on factors such as role, hours worked, employment status, length of service, location, and other considerations. Detailed information will be shared with eligible candidates during the hiring process, and the official terms and conditions will be outlined in each individual offer document.

Ryan Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Notice to Candidates:

Please be advised that initial outreach regarding employment at Ryan Companies will only occur via email from the domain @ryancompanies.com email address. If you recieve communication from someone you believe is impersonating Ryan Companies, please report it to us at [email protected]

Non-Solicitation Notice to Recruitment Agencies:

Ryan Companies kindly requests that recruitment agencies and third-party recruiters do not submit unsolicited resumes or candidate information to any Ryan Companies employee or office. Ryan Companies will not be responsible for any fees or expenses associated with unsolicited submissions. If recruitment services are required, we will reach out directly to agencies on our approved vendor list. We appreciate your understanding and cooperation.