HBG Technology Support Manager

Clayton Homes (New); Maryville (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Quarterly bonus program

Onsite gym and wellness programs

Paid time off for volunteer work

Profit sharing program

Job summary

Clayton Homes is seeking a HBG Technology Support Manager to lead the day-to-day employee technical support across hardware and software systems. You will drive problem resolution, root cause analysis, and collaboration with operations to improve efficiency and customer experience.

The role leads Tech Ambassadors and Application Support teams, aligns with KPI/SLA metrics, and develops strategic plans to meet technology and business goals within the Home Building Group.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• ITIL training or equivalent experience in technology support.
• Minimum 5 years of technology support experience.
• Minimum 2 years supervisory experience.

Responsibilities

• Leads coaching and mentoring of Tech Ambassadors and Application Support teams.
• 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.
• Fosters collaboration and secure stakeholder buy-in from technology and business partners.
• Develop and execute strategic plans for the support teams, aligned with organizational goals.

Skills

Leadership

Customer experience

Problem solving

Coaching

Education

Bachelor’s degree in Computer Science, MIS, Business Administration or related field

Tools

ITIL

Job description

HBG Technology Support Manager 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.
• Quarterly profit share bonus program.
• Onsite gym with variety of classes, wellness, professional and personal development programs and much more!

Business Unit - B00023 Technology

The Clayton story began in 1956 with a simple but powerful mission – helping more hardworking families across America achieve homeownership. Clayton is committed to Opening Doors to a Better Life. We are 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. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey building, selling, financing, and insuring homes. Our success is in our team members – join our team and see how you can help us build a better tomorrow. As a shared service, Home Team team members support many functions across the Clayton enterprise. The Home Team includes wellbeing, internal audit, accounting/finance, marketing, legal, campus operations, and more. We believe our strength is our people. That's why we invest in opportunities for our team members to personally and professionally grow. As a leader in modern and attainable housing, Clayton is committed to delivering forward-looking technology solutions. With a dedicated team of over 500 technology professionals, we continue to evolve and innovate, ensuring we remain at the forefront of our industry. Our collaborative and innovative culture encourages team members to grow to their full potential. Our focus on team member experience, development and engagement is paramount, offering career pathing and leadership development opportunities to foster growth and success within our organization. Clayton Home Building Group has more than 12,000 team members across the United States, and built more than 59,000 homes last year. Home Building Group makes the dream of homeownership a reality every single day, delivering quality-built homes at an attainable price. We are dedicated to a world-class team member experience, environmentally responsible building practices and helping provide attainable housing for all. This business unit is comprised of Clayton Manufacturing, Clayton Supply, and Clayton Properties Group. With 2,900+ team members and 400+ Retail locations nationwide, our home consultants create a world-class home buying experience by assisting customers in identifying a floor plan, selecting options, and coordinating the construction process. Clayton Retail sells more than 25,000 homes annually, as we strive to help customers achieve homeownership across America.