Senior Support Manager, Global Technical Services, Information Technology

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Description

This Opportunity

Our London office is seeking a Senior Support Manager, Global Technical Services in Information Technology to support our European and APAC regions. The position is based in London with the rest of the team based in North America.

Responsibilities include, but are not limited to:

• Provide technical assistance for tickets that have been directed/escalated to the Global Technical Services (GTS) team from external first level support partner.
• Assist the Infrastructure and Cybersecurity teams in resolving tickets, including providing boots on the ground for our Europe and APAC offices.
• Ensure that tickets are efficiently routed to the correct internal IT support teams (e.g. Infrastructure, Cybersecurity, Architecture & Development, various application teams, etc.) within our ticketing system.
• Provide troubleshooting and solution assistance for hardware related issues, including copiers, printers, laptops, AV devices.
• Provide troubleshooting and solutions for voice-related issues, such as MS Teams phone, Ring Central, etc.
• Manage technology partners in Europe and Asia-Pac regions.
• Work closely with the GTS/Infrastructure team in North America.
• Work with internal/external teams on upcoming technology/facilities initiatives.
• Develop and maintain internal documentation as required.
• Monitor the ticket queue (including review of the Ticketing Analytics Dashboard) throughout the day to ensure timely closure of tickets with the various IT support teams. This would require frequent communication with external technology partner, internal IT support teams, and the business departments (in Europe, and APAC).
• Participate in regularly scheduled technology updates with the Europe and APAC business teams.
• Follow Existing Desktop/Laptop Standards and assist in creation of new standards as new technology is onboarded. Document all issues, resolutions, and client interactions in the ticketing system.
• Process invoices in a timely manner.
• Complete ad hoc projects as needed.
• Assist with facilities related issues as needed.

Qualifications:

• 4-5 years of experience in support environment.
• Technical degree or comparable experience/certifications in an IT related field.
• Proficiency with Windows OS, MS Office applications, and basic troubleshooting for Intune managed mobile devices.
• Experience preferred with the following: Active Directory (Windows and Azure), Intune, O365 Administration, Okta, Cato.
• Excellent written and verbal communications skills.
• Ability to work with minimal supervision with the team located in North America.
• Capable of providing a white glove user experience.
• Ability to excel in a fast-paced work environment.
• In-office presence 4-5 days/week.
• Ability to make sound decisions when faced with competing priorities.
• Results oriented and can identify the steps to be taken to achieve objectives.

Research shows that women and people from underrepresented groups often do not apply for jobs if they don't meet 100% of the listed qualifications. We are looking for great candidates who have a unique combination of experiences, traits, and talents. We couldn't describe you in a list of bullet points, so consider this posting a conversation starter. If you check some, but not all, of our boxes, we still want to talk! Please apply for this role if much of this job description describes you.

The Firm

Founded in 1966, Heitman is a global real estate investment management firm. Our mission is to lead the evolution of real estate through investments that fulfill the needs of people and communities in a world of constant change. To learn more about our organization and culture, click here.

Our promise to employees:
Reflecting the spirit of our global firm, we welcome team members of all faiths, cultures, genders, sexual orientations, races, and ethnic identities. We know that each member of our team enriches our community and business with their work/life experiences, perspectives, and ideas. However you arrive at Heitman, we pledge to honor your uniqueness, include you in our culture, and do our best to help you thrive. While we learn and grow together, we will stand by our "people first" promise. Every time.

What's Next?

• Interested? Apply at www.heitman.com/careers to submit your application
• Right Company, Wrong Role? Check out our other opportunities or refer a friend!

Additional Information

Roles Requiring Travel: All roles involving a travel component at Heitman require that candidates hold a valid, non-expired driver's license.

Equal Employment Opportunity: Heitman is an equal employment opportunity employer and complies with all applicable laws prohibiting discrimination based on race, color, creed, religion, sex, age, national origin or ancestry, physical, medical or mental disability or condition (including, without limitation, HIV and AIDS), developmental disability, handicap, denial of family and medical care leave, denial of pregnancy leave, domestic partner status, status as a victim of sexual or domestic violence (or familial relationship to such victim), veteran status, marital status, sexual orientation, arrest records, citizenship status, criminal history that has been expunged, unfavorable discharge from the military, or any other basis protected by federal, state or local laws.