IT Support Services Manager

D.R. Horton; Arlington (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental and Vision

Employee Stock Purchase Plan

Flex Spending Accounts

Life & Disability Insurance

Vacation, Sick, Personal Time and HOLA

Multiple Voluntary and Company-provid1

Job summary

D.R. Horton, Inc. is seeking an IT Support Services Manager for the Financial Services IT Department.

The role oversees the management, training, and development of Help Desk staff, performs initial triage, escalation, and coordination of system problems, and enforces policies for applications and hardware. The position requires onsite work Monday through Friday, with advance scheduling for weekend coverage.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience managing Help Desk staff and coordinating support activities.
• Familiarity with ITIL/ITSM concepts and incident management.

Responsibilities

• Create and maintain Help Desk training and troubleshooting documentation.
• Schedule Help Desk staff to cover business activities.
• Manage monthly Help Desk statistics and reporting.
• Coordinate system access reviews and certification results.
• Lead initial triage, escalation and resolution of issues reported to the Help Desk.
• Collaborate with Training and Corporate IT groups to support training and rollouts.

Skills

Help Desk leadership

Staff training

Policy enforcement

Education

Bachelor's degree

Job description

Job Description - IT Support Services Manager (2605341)

Job Description

IT Support Services Manager - 2605341

Description

D.R. Horton, Inc., the largest homebuilder in the U.S. was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries. Please visit our website at www.drhorton.com for more information.
D.R. Horton, Inc. is currently looking for a IT Support Services Manager for their Financial Services IT Department. The right candidate will be responsible for the m anagement, training, and development ofHelp Desk staff. Is r esponsible for the initial triage, escalation and coordination of all system problems reported to the Help Desk. Will e nforce policies & procedures for applications and hardware. Will c ommunicateIT related notifications and updates to DHIM and DHIT employees.

Essential Duties and Responsibilities

Creation and maintenance of training, troubleshooting, and other Help Desk documentation

Scheduling Help Desk staff for necessary coverage of business activities

Management and distribution of monthly Help Desk statistics

Coordination of periodic reviews of system access, and review/certification of results

Initial triage, escalation, and coordination of system problems reported to the Help Desk

Identification of problem report trends and recommendation of actions to take based on those trends

Coordination with DHIM Training Department to provide Help Desk assistance during scheduled training classes

Act as a liaison between the FS Help Desk and the Corporate IT Help Desk and other FS IT groups

Coordination with Compliance and FS Licensing regarding audit questions, and procedure modifications resulting from legal and regulatory changes

Assist in rolling out new systems and software as identified by other IT groups

Comply with record retention requirements for affected FS HD documents

Periodic review of outstanding tickets, ensuring timely completion

Conduct reviews of some data post HD review, e.g. Empower access, FS cell phones, Application Extender

Conduct periodic team meetings

Coordinate, Research and testing, and at times lead the new desktop, laptop, printer technologies, OS releases and maintenance

Creation of Help Desk support documentation and specialist training

Supplying adhoc reports to management of Help Desk activity

Work order assignment and follow through

Fundamental understanding of all DHIM and DHI Title systems and interfaces and who to contact when issues arise

This position requires the candidate to be onsite Monday-Friday. If Saturday or Sunday onsite availability is needed it will be scheduled in advance.

Supervisory Responsibilities

Managestwo or more employees in a specific IT Area. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

Education and/or Experience

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Come joina winning team with a Fortune 500 company! We are growing fast and arelooking for enthusiastic attitudes and team players to join our success. We offer an excellent benefits package including:

• Medical, Dental and Vision
• Employee Stock Purchase Plan
• Flex Spending Accounts
• Life & Disability Insurance
• Vacation, Sick, Personal Time and Company Holidays
• Multiple Voluntary and Company provided Benefits

Build YOUR future with D.R. Horton, America s Builder. #WeBuildPeopleToo