Technology Support and Operations Manager

Summary of Responsibilities

The technology support and operations manager is responsible for leading Avenue5s end-user technology support and operational IT services across corporate and property environments. This role goes beyond traditional helpdesk management owning the delivery of a scalable secure and high-performing support model that enables business operations across a geographically dispersed portfolio. This individual will drive service excellence operational maturity and continuous improvements across support functions while ensuring reliable performance of core systems endpoints and user services. The role requires a balance of leadership technical depth and operational discipline with accountability for both day-to-day support and long-term service optimization.

Primary Responsibilities and Objectives

Own end-to-end delivery of IT support services across corporate teams and property-level associates

Ensure consistent high-quality support for all end-user technologies including devices applications and access

Serve as the primary escalation point for high-impact or complex technical issues affecting business operations

Oversee daily helpdesk operations while continuously improving service delivery responsiveness and reliability

Define track and enforce service level agreements (SLAs) and key performance indicators (KPIs)

Monitor performance metrics including response time resolution time backlog and customer satisfaction

Provide regular reporting and actionable insights to IT leadership

Drive continuous improvement through trend analysis and root cause elimination

Oversee support and lifecycle management of end-user technology including laptops mobile devices printers and peripherals

Ensure effective use and management of platforms such as Microsoft 365 SharePoint Intune and identity systems

Partner with engineering and infrastructure teams to ensure stable and scalable technology environments

Support onboarding and offboarding processes including secure provisioning and deprovisioning of access and devices

Ensure adherence to endpoint security identity access management and device compliance standards

Support incident response efforts and escalation procedures in coordination with security teams

Maintain audit-ready processes related to user access device management and support operations

Enforce best practices around data protection access control and acceptable use

Identify recurring issues and implement scalable solutions to reduce ticket volume and improve efficiency

Drive automation self-service capabilities and knowledge base maturity

Establish and standardize processes for support escalation and service delivery across all locations

Improve operational workflows to support a growing and distributed workforce

Partner with property operations regional leadership and corporate teams to align technology support with business needs

Lead change management efforts for system rollouts upgrades and new technology initiatives

Ensure effective communication training and adoption of new tools and processes

Act as a bridge between end users and IT to improve overall technology experience

Own relationships with technology vendors and service providers

Ensure vendor performance aligns with service expectations and SLAs

Coordinate issue resolution across third-party systems and platforms

Lead mentor and develop a high-performing customer-focused support team

Establish clear expectations accountability and career development paths

Foster a culture of ownership responsiveness and continuous improvement

SLA Adherence 95%

First response and resolution times within defined targets

Mean Time to Resolution (MTTR) reduced over time

Customer satisfaction (CSAT) 4.5/5

Reduction in repeat incidents through root cause resolution

Controlled ticket backlog within defined thresholds

Increased self-service adoption and reduced manual support demand

Perform other duties as assigned

Education and Experience

Bachelors degree in information technology Computer Science or related field experience required

Five plus years of IT support or technology operations experience

Two plus years in a leadership or team management role

Experience in multi-site or distributed environments strongly preferred

Experience supporting property management platforms (e.g. Yardi RealPage) preferred

Skills and Requirements

Strong experience with IT service management and ticketing systems (e.g. FreshService or similar)

Hands-on experience with Microsoft 365 ecosystem including Intune Entra ID and SharePoint

Understanding of endpoint management device lifecycle and user support operations

Familiarity with networking fundamentals security practices and enterprise systems

Proven ability to manage SLAs KPIs and service performance metrics

Strong troubleshooting skills across hardware software and user environments

Strong leadership with the ability to build coach and scale support teams

Ability to operate both strategically and tactically in a fast-paced environment

Excellent communication skills with the ability to translate technical concepts for non-technical users

Highly organized with the ability to manage competing priorities and high-ticket volume

Strong analytical mindset with the ability to identify trends and drive improvements

Ability to handle escalations and make sound decisions in time-sensitive situations

Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned

Scheduling

May require work outside standard business hours including evenings weekends and holidays

On-call support may be required based on business needs

Environment

Exposure to environment typically found in an office building

Physical Requirements

Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform essential functions. These functions include but are not limited to:

Ability to lift push and pull up to 50 pounds

Must be able to observe and detect signs of emergency through visual and/or auditory cues

Must be able to remain stationary move around reach and position oneself as needed for extended periods of time

Ability to perceive the nature of sounds at normal speaking levels including the ability to receive detailed information through oral communication and to make the discriminations in sound

Ability to receive detailed information through oral communication and to make sound discriminations

Visual requirements including color depth perception and field vision

Ability to compare copy coordinate synthesize negotiate communicate and instruct

Ability to tolerate stressful situations

Ability to work under minimal to moderate supervision

This job description is not an all-inclusive list of functions and tasks. Over the length of employment these functions and tasks may change.

Diversity

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex age national origin protected veteran status disability status sexual orientation gender identity or expression marital status genetic information or any other characteristic protected by law.