Assistant Manager Help Desk

About the role

Baird & Warner Real Estate is dedicated to fostering a workplace where employees can thrive. Our commitment to supporting our team members ensures they have the tools and resources to achieve their goals while contributing to our mission of helping homebuyers and sellers realize their real estate dreams.

Responsibilities

• Serve as an escalation point for the help desk team
• Single point of contact for all incident escalation across our businesses
• Ensure superior customer service is always given
• Be hands-on and resolve incidents as needed to ensure SLA’s are met
• Create documentation and playbooks as needed
• Manage the ticketing system, generate reporting and analysis
• Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software
• Approve/manage team members timesheets
• Manage on-call shifts and assignments

Requirements

• Associates degree in field or related area
• 5 years' experience in field or related area
• 3 years' experience with networking equipment
• Demonstrated ability to lead, mentor, train, and appropriately delegate responsibilities
• Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc
• Strong troubleshooting, problem-solving and support skills
• Demonstrates exceptional customer service skills and ability to train team to same level
• Ability to work with clients remotely with or without remote assistance software
• Ability to work as needed, on-call to assist with emergencies
• Effective oral and written communication skills
• Ability to work with a diverse group of people in a collaborative environment
• Ability to handle multiple projects and thrive in a fast-paced environment
• A valid driver's license and reliable transportation is required
• Relies on experience and judgment to plan and accomplish goals
• A wide degree of creativity and latitude is expected

Skills

• Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc
• Strong troubleshooting, problem-solving and support skills
• Demonstrates exceptional customer service skills and ability to train team to same level
• Ability to work with clients remotely with or without remote assistance software
• Ability to work as needed, on-call to assist with emergencies
• Effective oral and written communication skills
• Ability to work with a diverse group of people in a collaborative environment
• Ability to handle multiple projects and thrive in a fast-paced environment

Pay

$65,000 - $75,000 annually

Schedule

On-site work at least 2 days/week at our Downtown Chicago Loop office (120 S Lasalle Dr. Chicago, IL 60603) with occasional travel to local branch offices.