Director IT Support Services

The Director IT Support Services reports to the SVP IT Operations and directs IT support system strategies, processes and procedures while leveraging tools and technology to deliver solutions to meet business needs.

The successful candidate will embody and work to reinforce MAA’s Core Values. Those values include:

• Appreciating the uniqueness of each individual

• Communicating openly and with integrity

• Embracing opportunities

• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Leads team of information technology (IT) Support Specialists and management by setting goals, assigning projects, performing evaluations, and aiding professional growth to staff.

• Sets strategy and direction for IT supports services to include best practices for service teams and to improve processes for automation and efficiency.

• Creates automated issue identification processes and procedures through the ServiceNow platform.

• Generates and analyzes statistical reports for improvement recommendations.

• Standardizes reporting processes for better visibility and transparency to end users; ensures triage processes are followed consistently from intake, documentation, to resolution.

• Monitors and reports on incident trends and anticipates potential issues for proactive resolution.

• Establishes and implements Service Level Agreements (SLAs) and executes plans on improvements in all related key performance indicators (KPIs); evaluates SLAs to ensure they are agreed to by end users and understood by those resolving issues.

• Acts as subject matter expert for developing service processes and strategies, and for expansion to other IT business functions; builds and supports business cases for expansion of ServiceNow use or new functionality.

Required & Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related area preferred

• Ten (10) years of experience in a corporate IT environment working with services and support; or an equivalent combination of education and experience required

• Previous experience in directly leading cross-functional teams and managing multiple vendor relationships preferred

• Previous experience with ServiceNow or Information Technology in a service desk environment preferred

• Previous experience in the Real Estate Investment Trust (REIT) industry preferred

• Microsoft Certified Profession (MCP), Microsoft Certified Systems Engineer (MCSE), and/or ITIL certifications preferred

• Preferred experience in the following applications or platform types include:

  • VMware / CISCO CCX / MS Exchange / Manage Engine

  • IT Vendor Management

  • IT Project Management

  • On-premise and cloud based architectures

  • Network Security, Data Storage, Disaster Recovery

  • Software Development Lifecycle

  • Agile/Scrum

Knowledge, Skills, and Abilities

• Knowledge of IT service and support Management concepts and practices, including incident management, problem management and service level management processes

• Knowledge of IT systems, held desk operations, customer support operations management and IT regulatory controls

• Knowledge of business operations and the impact of service levels and associated failures

• Skill in verbal, written and interpersonal communication, including communications to both technical and non-technical audiences

• Skill in working with all levels in the organization to discover needs, communicate services, resolve support issues, coordinate resources, and build and foster strong working relationships

• Skill in project management, analyzing problems, determining solutions and produce desired outcomes

• Skill in team-orientation and working within a collaborative environment to achieve results

• Skill in team leadership and mentoring technically-oriented direct reports

• Ability to travel to MAA properties as needed

• Accessible after business hours to support on-call staff in escalation situations

MAA recognizes that talented people are attracted to companies that provide competitive pay, comprehensive benefits, and outstanding advancement opportunities. We offer a comprehensive benefits package* including, but not limited to, the following:

* Medical, Dental and Vision Insurance

* Life and Disability Insurance

* Employee Assistance Program

* Vacation, Sick Leave, and Holiday Pay

* 401(k) Retirement Plan

* Tuition Reimbursement

* Adoption Reimbursement

* Apartment Discount

* Opportunities for promotion and internal career advancement

*Eligibility for benefit plans and programs vary based on hours worked and length of employment.

We are committed to providing service excellence and value to those who depend on us at MAA. Our people-first approach has been transforming properties into communities and apartments into homes for over 25 years. As the largest owner-operator of multifamily apartments in the United States – we are established leaders in the real estate space – bringing tremendous opportunities to those looking to build their careers. We invite you to explore our Brighter View and find your place at MAA!

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