AVP, End User Experience & Support

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Who We Are
Revantage is a Blackstone Company that provides a highly skilled employee base, best-in-class processes, and state-of-the-art technology to multiple Blackstone real estate portfolio companies. Sectors include Hospitality, Industrial, Multi-Family, Office, Retail, Senior Housing, and Manufactured Homes.
Revantage, headquartered in Chicago, is one of three global offices that includes Revantage Asia and Revantage Europe.
What We Value: Our Culture
Creating a culture that inspires change and momentum require the right team. We know what it takes to lead an industry, and are looking for leaders who seek constant growth, want to excel, and continuously improve upon themselves and the industry. The culture at Revantage is built on our shared core values and commitment to be:

  • Achievers - We expect high standards for ourselves and enable the success of our teams
  • Enthusiasts - We face challenges with optimism and believe anything is possible
  • Leaders - We commit to continuously improve our performance
  • Learners - We learn from our challenges and successes
  • Partners - We deliver value and positive impact to our partners


Why This Role Is Valuable
Revantage is a company that relies heavily on "knowledge workers" who contribute directly via end user devices such as laptops, tablets, phones, etc. This role serves as the "face" of IT to those end users as the teams reporting to this role provide these technology tools and supports this technology. The IT helpdesk, deskside support and End User Experience teams are a vital part to the suscces of Revantage and we are seeking a leader to take us to the next level.
How You Add Value

  • Leadership of a team of staff members providing technical support with an emphasis on customer care
  • Lead the helpdesk team to higher levels of performance in support. The helpdesk is our Level 1 support mechanism for our 2000+ end users
  • Lead our journey in developing and maturing our ITSM capabilities around incident management, request management, change management, etc.
  • Lead our deskside support team serving as our Level 2 support for end users. Level 2 suport interacts directly and personally with end users at their desks to resolve issues that cannot be resolved on the phone or remotely
  • Mentor, develop, grow and train team members for future career growth in Revantage
  • Write goals, and perform performance reviews for all team members within the prescribed HR assigned timeframes
  • Drive End User Experience improvements via improved and new technology and new and improved process
  • Assist the VP of End User Experience in the creation of the EUT roadmap
  • Lead the End User Technology (EUT) engineering and deployment team to achieve the goals and outcomes of the EUT roadmap
  • Lead the EUT team to develop more robust, customer friendly tools, technology solutions, and training to be more effective in their roles
  • Provide leadership and guidance on all aspects related to IT Service Management
  • Develop and maintain formal processes and procedures in Help Desk operations for consistent service
  • Re-engineering processes performed by the Help Desk to ensure maximum efficiency and according to industry best practices
  • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  • Proactively monitor assigned and open tickets/projects, contacting customers when necessary, and ensuring tickets and projects are updated on a timely basis


What You Bring To The Role
Required:

  • Undergraduate or graduate degree in a technical field or heavy work experience in a similar environment
  • Minimum of 8 years of Helpdesk Manager experience
  • Analytically minded and detail-oriented: you like finding clever solutions to solve immediate issues or build out greater utility for business users
  • Experience working with multiple OS and demonstrated PC skills (Win 10, Mac, IOS Devices, MS Office, Google docs)
  • Hands on experience with helpdesk software and remote-control softwareSolid technical background with an ability to communicate with a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team leadership skills
  • Phenomenal customer service skills
  • Passion for technology and using it to solve problems
  • High level of organization, reliability, and independence
  • Orientation toward detail
  • Ability to research emerging technologies and make recommendations that benefit our business
  • Create presentations/solutions with experience communicating to a variety of audiences
  • ITIL V3 certified


Preferred:

  • Project management experience
  • Understanding of HelpDesk technology - ServiceNow experience


Perks for You

  • Competitive salary, overall compensation, and 401(k)
  • Work-life balance offerings include:
    • Remote work policy
    • Productivity Hours - weekly meeting-free work time
    • Bi-weekly Summer Fridays
  • In-house and external learning & development opportunities
  • Generous health insurance and wellness benefits


EEO Statement
Our company is proud to be an equal opportunity employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. Our employment decisions are based on individual qualifications, job requirements and business needs without regard to race, color, marital status, sex, sexual orientation, gender identity and/or expression, age, religion, disability, citizenship status, national origin, pregnancy, veteran status and / or any other legally protected characteristics. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email [email protected] .
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Technology we use

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    • Microsoft ProjectManagement
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What are Revantage, a Blackstone Real Estate Portfolio Company Perks + Benefits

Revantage, a Blackstone Real Estate Portfolio Company Benefits Overview

At Revantage, culture is paramount. However, a company cannot have a strong company culture without valuing its employees and fostering their wellbeing, success, and personal & professional development. From a generous PTO offering to job training & diversity programs, Revantage’s benefits package serves each employee.

Culture
Volunteer in local community
All employees receive 8 hours paid to volunteer for a local cause of their choice. In this way, Revantage supports the all employees in making an impact in their communities.
Partners with nonprofits
Revantage is a corporate partner to CoreGiving, a 501©(3) organization created in 2016 to fight child hunger in communities we serve throughout the U.S.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Employees can work remotely up to three days a week, and if flexibility in hours is needed, that can be arranged with manager.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
At Revantage, we are very proud of the diversity in our leadership teams.
Mandated unconscious bias training
Our employees and leaders are given an annual unconscious bias training in order to cultivate a more equitable and diverse workforce.
Diversity employee resource groups
Revantage has several resource groups including Women in Network - an opportunity for women at Revantage to drive their growth, and Grassroots - an employee-led cultural awareness initiative.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
This account allows you to pay eligible medical, dental and vision expenses with pre-tax dollars. You can contribute up to $2,850 per plan year to this account.
Disability insurance
100% employer-paid short term and long term disability insurance. Employees also receive a payroll supplement while on leave so they receive 100% of pay for up to 12 weeks.
Dental insurance
Revantage covers 100% of dental insurance premiums.
Vision insurance
Revantage covers 100% of vision insurance premiums.
Health insurance
Employees can select from multiple plans, including PPOs, HDHPs, and HMOs. Coverage is effective the first date of employment.
Life insurance
Life insurance is provided at no cost to employees.
Pet insurance
Wellness programs
Revantage provides complementary on-site gym membership, Headspace mediation app membership and ongoing wellness programs.
Mental health benefits
Revantage offers a Wellness Wednesday Speaker Series, a free subscription to Headspace, access to the EAP, and has instituted a no after-hours meeting policy.
Financial & Retirement
401(K)
Revantage's 401(k) platform through Insperity offers SmartPlan educational tools and calculators to educate employees on plan basics, retirement needs, risk profile, investments, and contributions.
401(K) matching
401(k) retirement plan matches dollar for dollar up to 6% of employee pay with immediate vesting.
Performance bonus
Revantage firmly believes in rewarding employees for hard work and offers annual bonuses to employees that meet performance goals.
Child Care & Parental Leave Benefits
Childcare benefits
Revantage offers back-up childcare via Bright Horizons.
Generous parental leave
12 weeks of fully-paid parental leave.
Family medical leave
Adoption Assistance
Revantage reimburses eligible employees for qualified adoption expenses.
Vacation & Time Off Benefits
Generous PTO
We provide 17 PTO days, 3 floating days, & 12 paid holidays off to recharge including Juneteenth, the Fridays before Labor and Memorial Day, time off for voting, and summer hours every other Friday.
Paid volunteer time
Revantage employees receive 8 hours of paid time off annually to volunteer for a non-profit of their choice in their community.
Paid holidays
Office Perks
Commuter benefits
Our commuter benefits policy allows participants to save up to 40% on transportation costs by paying for mass transit and/or parking expenses with pretax dollars.
Company-sponsored outings
Revantage has quarterly paid office outings, as well as company-wide annual holiday parties and other events, for all employees.
Free snacks and drinks
Our fully-stocked kitchens offer free healthy snacks (beef jerky, cheese, vegetables, etc.), gourmet coffee machines, unlimited sparkling water, kombucha, cold brew and beer on tap.
Some meals provided
Company-sponsored happy hours
Revantage has quarterly happy hours an provides in-office space for team happy hours.
Onsite office parking
Parking assistance available though Wage Works.
Onsite gym
Professional Development Benefits
Job training & conferences
Revantage offers several internal training & development programs: Team Leader Effectiveness Program, Foundations of Inclusiveness, the DEVELOP Portal, and the Blueprint Onboarding Program.
Tuition reimbursement
The Educational Assistance Program reimburses employees up to $5,250 per year for approved undergraduate and graduate courses taken as a part of a degree program..
Lunch and learns
Revantage has a monthly Lunch & Learn series called, "Reach," a program designed to promote better understanding of Revantage and its leaders.
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
The License and Certification Program reimburses employees for 100% of the cost for license and certification exams after all parts of the exam have been successfully passed.

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