Ryancompanies · MinneapolisPrepare for this interview
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Job Description: Ryan Companies has an immediate hiring need for an IT Support Center Manager. This is an IN-OFFICE role in our corporate headquarters in downtown Minneapolis. The Support Center Manager is responsible for the day-to-day operations of the Support Center team by leading and supporting the team to ensure an efficient and excellent customer service experience. Strong technical background combined with customer service experience, problem solving style with ability to motivate the team to achieve specific goals. Ensure high quality technical support while maintaining and exceeding service levels. With more than 80 years in business and 16 offices (and growing!), Ryan offers comprehensive commercial real estate solutions to customers across the US. We bring a collaborative, relationship-driven approach to delivering spaces where people thrive and businesses succeed. Join a company with an outstanding culture and competitive benefits. At Ryan, we don't just build buildings - we build stories. What you can expect to do: Monitor and delegate support requests through various channels; walk-up, phone, email, and self-service ticketing to ensure SLAs are met Work independently and collaborate with internal team members, and external groups to triage and troubleshoot issues, escalating or reporting issues when necessary Oversee the lifecycle of user accounts; helping provisioning new hires as needed, making appropriate changes and disabling and offboarding when appropriate Serve as an administrator of ITSM Incident and Problem Management tools Monitor call queue and staffing levels to ensure proper coverage Manages priorities and team schedules Staff training; management of Support Analyst onboarding including all required training and measuring performance Provide operational guidance to Support Analysts Ensure staff is effectively scheduled to provide proper coverage Create, update and manage applicable Support Center policies Provides phone support during coverage gaps and or peak volume periods Create and manage daily and monthly Incident reports What we expect to you bring: Bachelor's degree in computer science, information technology, or a related field At least two years of experience as a Help Desk Manager or in a technical support role Strong technical background Excellent analytical and troubleshooting skills Ability to work under pressure Leadership development High level of engagement
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