IT Manager

Description

At Mission Rock Residential, we believe that where you live matters—and so does the team that makes it feel like home.

We are more than a property management company—we’re a people-first organization that values Integrity, Accountability, Respect, Relationships, Inclusivity, Vision, and Empathy. Our I ARRIVE values guide everything we do, from how we serve our residents to how we support our team members.

We foster an inclusive workplace that celebrates diverse perspectives, empowers growth, and strengthens the communities we serve. When you join Mission Rock, you join a team that’s invested in your success and well-being.

POSITION OVERVIEW

The Manager, Information Technology, leads end-user support and day-to-day technology operations across corporate and property locations. This position is responsible for delivering reliable, secure, and customer-focused IT services, administering the Freshservice platform, managing service performance, developing the IT support team, and ensuring workplace technology supports business operations and organizational growth.

Mission Rock Residential operates in a Microsoft-based environment that includes Microsoft 365, Microsoft Copilot, Azure, Windows endpoints, cloud services, networking, mobile devices, and business applications used across a distributed property portfolio.

The Manager, Information Technology supervises the Information Technology (IT) team, directs service desk and endpoint operations, and partners with business leaders on technology initiatives, acquisitions, property transitions, and process improvements. Success in this role is measured through service quality, security, operational reliability, team development, stakeholder satisfaction, and continuous improvement.

ESSENTIAL FUNCTIONS OF THE JOB

Essential functions are the basic job duties a team member must be able to perform, with or without reasonable accommodation, and are the reason the position exists.

Team Leadership and Service Delivery

· Lead, coach, and develop the IT team; establish expectations, balance workloads, support professional development, and conduct regular performance discussions.

· Promote a collaborative, accountable, and service-oriented culture focused on timely resolution, clear communication, and a positive end-user experience.

· Own the administration and continuous improvement of Freshservice, including workflows, queues, categories, service catalogs, knowledge content, automation, reporting, and integrations.

· Establish and monitor service-level targets and operational metrics, including response and resolution times, backlog, aging, recurring incidents, customer satisfaction, and first-contact resolution.

· Review service trends and root causes and implement corrective actions, standard operating procedures, self-service resources, and automation to improve efficiency and reduce repeat issues.

· Coordinate incident response and escalation for high-impact technology issues and maintain timely stakeholder communication through resolution and post-incident follow-up.

Technology Operations and Security

· Oversee end-user computing operations, including device deployment, configuration, patching, software delivery, lifecycle management, inventory, and secure disposal.

· Ensure endpoints, accounts, and supported services comply with organizational security standards, access controls, patching requirements, and technology policies.

· Manage support for Microsoft 365, Azure-connected services, Windows devices, mobile devices, networks, printers, conference-room technology, and approved business applications.

· Oversee Microsoft Copilot and related AI capabilities, including readiness assessments, licensing coordination, access governance, user guidance, training, usage monitoring, and alignment with security, privacy, compliance, and responsible AI standards.

· Maintain accurate technical documentation, asset records, support procedures, knowledge articles, licensing information, and vendor contacts.

· Provide hands-on technical support and participate in escalations when business needs require.

Business Partnership, Projects, and Vendors

· Partner with property operations, corporate departments, and IT colleagues to assess needs, recommend practical solutions, coordinate implementations, and provide training and change support.

· Plan and coordinate upgrades, migrations, deployments, property transitions, and acquisition-related technology activities while minimizing disruption to business operations.

· Manage third-party IT vendors and service providers, including selection, onboarding, contracts, statements of work, service-level agreements, performance reviews, risk and compliance requirements, escalations, renewals, purchasing coordination, and cost management.

· Hold vendors accountable for service quality, security, timely delivery, and measurable business outcomes.

· Contribute to IT planning, budgeting, risk management, business continuity, and technology-roadmap activities.

OTHER DUTIES AND RESPONSIBILITIES

· Perform other related duties and support cross-functional initiatives as needed to achieve department and organizational objectives.

Requirements

JOB QUALIFICATIONS

Knowledge

· IT service management practices, service desk operations, incident and request management, escalation, knowledge management, and service-level reporting.

· Microsoft 365, Microsoft Entra ID, Azure services, Active Directory, Windows endpoints and servers, endpoint management, identity and access management, and remote-support tools.

· Microsoft Copilot capabilities, administration, licensing, data-protection considerations, adoption practices, prompt guidance, and responsible AI principles.

· Networking fundamentals, including LAN/WAN, Wi-Fi, TCP/IP, DNS, DHCP, VPN, and common connectivity troubleshooting.

· Endpoint security, vulnerability remediation, patch management, data protection, asset lifecycle management, backup, and business continuity practices.

· Project delivery, vendor management, budgeting, licensing, procurement, and technology support for distributed business locations.

Skills

· People leadership, coaching, delegation, and performance management

· Customer service and relationship building across technical and nontechnical teams

· Incident management, troubleshooting, root-cause analysis, prioritization, and decision-making

· Clear written and verbal communication, including explaining technical issues, risks, and recommendations to varied audiences

· Organization, project coordination, documentation, and time management

Abilities

· Build effective partnerships with business stakeholders, property teams, vendors, and members of the IT organization.

· Manage competing priorities, allocate resources, and maintain service quality in a fast-paced, distributed environment.

· Translate operational needs into practical, supportable, and secure technology solutions.

· Learn new systems quickly and guide others through technology and process changes.

· Exercise sound judgment, maintain confidentiality, and communicate appropriately during incidents and escalations.

· Work independently while remaining collaborative, accountable, and focused on measurable outcomes.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS

· Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field, or an equivalent combination of education and relevant professional experience.

· At least five years of progressive IT support, infrastructure, systems administration, or service-delivery experience in a Microsoft-based environment.

· At least two years of experience leading technical staff, including responsibility for coaching, workload management, service performance, and team member development.

· Experience supporting multiple business locations and coordinating technology deployments, migrations, or operational transitions is pref