HBG Technology Support Manager

claytonhomes; Maryville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

Clayton Homes in Maryville, TN is seeking a Manager - Technology User Support to lead our day-to-day employee tech support for hardware and software systems. You will coach the Tech Ambassadors and Application Support teams, drive CX improvements, and align operations with portfolio management and leadership priorities.

You will guide process reviews, KPI and SLA governance, and partner with technology and business teams to deliver reliable, secure support that enhances productivity and user

Qualifications

• Bachelor's degree or equivalent experience in Computer Science, MIS, Business Administration, or related field.
• Minimum 5 years of technology support experience.
• Minimum 2 years of supervisory experience.
• ITIL training or equivalent experience in technology support.

Responsibilities

• Leads coaching and mentoring of our Tech Ambassadors and Application Support teams. Supports a culture of CX, continuous improvement, and best practices.
• Provides tactical leadership and contributes to operational planning within the HBG Leadership team.
• Conduct process reviews and quality checks to ensure alignment with Clayton technology standards.
• Assist in aligning projects with hardware lifecycle needs.
• Ensure effective operational performance KPI and SLA metrics in place, and aligned with practices to drive continuous improvement.
• Fosters collaboration and secure stakeholder buy-in from technology and business partners.
• Develop and execute strategic plans for the support teams, aligned with the organization's technology and business goals.

Skills

Technology support

Supervisory experience

ITIL training

Education

Bachelor's degree / related field

Job description

Position Summary

This role is responsible for our team that provides day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnoses problems through collaboration with operations partners, which includes trouble shooting, root cause analysis, and problem escalation. Providing clear, effective, and timely resolution of team member problems, queries, or complaints. This role is critical in leading the operational cadence and processes alongside portfolio management and operational leadership, driving efficiency and customer experience enhancements.

About The Team

The Home Building Group Technology team has the unique opportunity to work with over 60 Home Building and Supply production facilities. The Home Building group is comprised of over 12K Team Members who produce over 48K homes per year. The HBG Tech team supports projects which help make production safer, more efficient, and deliver first class experiences for home owners and customers. We work to increase productivity, improve collaboration, and tackle complex operational opportunities.

Primary Responsibilities

• Leads coaching and mentoring of our Tech Ambassadors and Application Support teams. Supports a culture of CX, continuous improvement, and best practices.
• Provides tactical leadership and contributes to operational planning within the HBG Leadership team.
• Conduct process reviews and quality checks to ensure alignment with Clayton technology standards.
• Assist in aligning projects with hardware lifecycle needs.
• Ensure effective operational performance KPI and SLA metrics in place, and aligned with practices to drive continuous improvement.
• Fosters collaboration and secure stakeholder buy-in from technology and business partners.
• Develop and execute strategic plans for the support teams, aligned with the organization's technology and business goals.

Primary Qualifications

• Bachelor's degree in Computer Science, MIS, Business Administration or related field or equivalent experience
• ITIL training, demonstrating expertise in technology support, equivalent experience accepted.
• Minimum 5 years of technology support experience
• Minimum 2 years supervisory experience

Desired Skills

• To Be Filled in by Human Resources

Behavioral Competencies

• To Be Filled in by Human Resources

Why Clayton Homes?

Founded in 1956, Clayton is a Berkshire Hathaway Company committed to opening doors to a better life and Building Happyness through homeownership. Through its family of brands, Clayton builds, sells, finances, and insures traditional site-built homes and off-site built housing - including modular homes, manufactured homes, CrossMod homes, tiny homes, college dormitories, military barracks, and apartments. Corporate headquarters is located in the Knoxville, Tennessee area, specifically, Maryville, Tennessee. Clayton is the recipient of numerous industry awards including 2019 Builder of the Year and ranks as the #2 builder of homes in the U.S. by units sold . Our site-built division, Clayton Properties Group, is the 8th largest site builder in the U.S . We achieve our results through the strength of our people and have been recognized on the 2021 Forbes Best Employers for Diversity and 2021 Forbes America's Best Employers Lists. To learn more about Clayton Homes, got to: https://www.claytonhomes.com

Job Profile- 100170, Manager - Technology User Support

Benefits

• Competitive benefits including 401(k) with 100% company match of the first 4%; medical, dental and vision plans; paid time off days and holidays.
• Quarterly bonus program.
• Forbes lists: America's Best Employers, America's Employers by State, Best Employers for Diversity, Best Employers for Women.
• Recognized as one of East Tennessee's top technology workplaces.
• Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
• Onsite fitness facility with full gym, workout classes, volleyball and basketball, ping-pong, and disc golf course.
• Paid Time Off for Volunteer work.

Why Clayton?

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Quarterly profit share bonus program. Onsite gym with variety of classes, wellness, professional and personal development programs and much more! Clayton is committed to creating an inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Business Unit - B00023

Technology