Workplace IT Support Team Lead

The Workplace IT Support Team Lead/Director will be responsible for delivering proactive and on-demand IT Services, manage local on-site Technology Support Engineer(s), Lead/Manage Audio/Video and Video Conferencing support our business.

***Onsite in Beverly Hill, CA or Brentwood, CA***

Responsibilities:

• Deliver world class technology support services to our employees and visiting clients, operating within predefined structure, methodologies, and standards set by DE Technology Leadership team


• Log all IT engagements into DE's ticketing system to ensure IT demand and performance data can be reported upon


• Rotating on-site presence for all local DE offices 5 days per week.


• Obtain/maintain operation grip of sites within the region covering all areas of IT Service Delivery


• Work in partnership with local businesses and create on-going dialog to share communications and service business needs


• Manage IT asset lifecycle and support the business to drive down costs


• Work with various Compliance & Security leads to ensure compliance and security needs are met


• Serve as an escalation point on behalf of the local business units in case of service quality issues


• Conduct service reviews with the local business leaders


• Support adoption of new services / changes in existing services to local end users


• Review the IT costs and develop proposals for optimizing local IT spend and manage IT assets


• Serve as the 2nd line of support for all Technology issues and requests for local employees.


• Prepare and operate AV equipment for events such as Town Halls and client meetings on as-needed basis


• Own billing and account relationship with local technology relevant vendors


• Help new agents and team members onboard with tech setup and access


• Assist agents with tools like email, CRMs, digital marketing platforms and listing systems. Training will be provided.


• Drive local delivery of IT transformation projects (End User Services, Network, Infrastructure)


• Educate the end users community about IT policies, procedures, security, and compliance


• Lead a customer-centered culture, championing activities to empower end users to get maximum utilization of IT, including organizing training programmed and the appointment super-users in relevant technology spaces

Qualifications:

• Minimum 5 years' experience in end user facing IT support role, ideally in a fast-paced or client-facing environment.


• Strong technical background


• Must be able to drive to local offices on daily in own car.


• Experience, gravitas, and professionalism to engage and influence at the Executive level


• Strong customer facing skills, in particular the ability to gain respect and confidence of senior stakeholders within the Operating Company(s)


• Good communication and influencing skills along with personal gravitas to create relationships at senior levels


• Knowledge of top-level IT architecture principles


• Good knowledge of all aspects of Service Delivery


• Excellent self-organization


• Understanding of the sales driven culture and user experience, exposure to Real Estate business.


• Must have MacOS and Windows OS experience


• Product experience managing a large environment with Microsoft 365, Google Workspace, Apple TV, JAMF, Intune


• Excellent client facing, presentation, interpersonal, and communication skills


• Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail


• Excellent self-organization