Harrisonst1mo ago

USD 125000–200000/yr

AVP, Support Manager

ChicagoFull-Timemid

OtherAvp Support Manager

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Quick Summary

Overview

Harrison Street Asset Management ("HSAM") is a leading global alternative investment management firm focused on real estate, infrastructure, and credit strategies across North America and Europe.

Technical Tools

OtherAvp Support Manager

Harrison Street Asset Management ("HSAM") is a leading global alternative investment management firm focused on real estate, infrastructure, and credit strategies across North America and Europe. Headquartered in Chicago, Toronto, and London with offices across North America, Europe, Asia and the Middle East, the firm has over $108 billion in assets under management on behalf of institutional investors and registered investment advisors globally.

Founded on a culture of innovation, HSAM is an early mover in alternative real estate and mid-market infrastructure. Today, the firm’s global team, consisting of more than 520 professionals, is committed to creating long-term value through deep sector expertise and forward-thinking strategies.

Under direction of the technology group’s Head of Technology Infrastructure and Support Operations, the Support Manager will focus on Harrison Street’s user environment and will be responsible for day-to-day support operational needs ensuring efficient service delivery, high customer satisfaction and continuous improvement of systems and processes.

The Support Manager also provides senior-level guidance to Desktop Support personnel and will interface directly with internal customers when required. The Support Manager will work with other staff members of the Business Technology Group and third-party vendors to implement and test new systems and services and create and update established processes and procedures.

65% User Environment Maintenance and Daily Technology Operations

Manage the Desktop Support team and third-party outsourced Help Desk services to ensure efficient and effective service delivery

Manage daily Help Desk operations, ensuring all processes are thoroughly documented, audited, and maintained

Monitor and manage customer experience, ensuring timely and effective resolution of issues to maintain the highest level of user satisfaction

Manage team schedules to ensure Help Desk and Desktop Support are adequately staffed

Ensure all Standard Operating Procedures (SOPs) are accurate, clearly documented, and followed.

Develop and maintain comprehensive reporting and dashboards to track and analyze key performance indicators (KPIs), service level, and operational performance.

Resolve issues that the Desktop Support team does not have the skill set to resolve while cross-training and documenting findings and resolutions so future instances can be handled by Help Desk personnel.

Understand and follow all departmental and security related policies and procedures

Collaborate cross-functionally with other technology teams, business teams, and third-party vendors to improve service delivery and technology.

Identify opportunities for automation and optimization to enhance efficiency and scalability of operational and support processes.

Generate and maintain reports on software, hardware, and user technology licenses

Analyze and assess reports on user tickets submitted to identify improvement opportunities within current operating procedures

Communicate effectively and clearly, set individual and team expectations, and hold Help Desk and Desktop Support teams accountable

Actively seek out and participate in projects to maintain and improve processes and customer support experience

20% Documentation

Develop, document and maintain Help Desk support processes and workflows

Frequently review and update technical user guides in Zendesk

Standardize documentation practices across internal teams and vendor support

10% Technology R&D & Proof of Concept

Research new technologies or existing technology enhancements to satisfy a business requirement.

Install, test, and document new or existing technologies within a test environment.

Create management-facing presentations that include research findings and solution recommendations with cost and implementation details for each option.

5% Miscellaneous

Stay current with industry trends and best practices in technology customer support and apply insights to continuously enhance Help Desk support.

Perform other duties as assigned.

Bachelor's Degree in technical discipline such as Computer Science, Information Services, or related field

7+ years of technical support and customer service experience

Experience working with RMM tools (ConnectWise, Intune, etc.), and security tools (Microsoft Defender)

Experience working with IT ticketing systems (Zendesk preferred), demonstrating a strong understanding of managing and maintaining processes, optimizing workflows and generating accurate, data driven reports to support operational efficiency and continuous improvement.

Experience providing support for Windows operating systems, standard desktop applications (e.g., Office 365), workstation imaging, Active Directory, Microsoft Entra, Exchange Online, Intune (MDM), basic networking, video conferencing (Zoom, Microsoft Teams), telephony, collaboration tools (Microsoft Teams, SharePoint), and Microsoft 365

Highly organized with the ability to work under pressure and react quickly to meet deadlines, manage competing priorities, and resolve time-sensitive support issues in a fast-paced environment

Customer service oriented with a problem-solving attitude

Must be able to analyze requests, determine the underlying problem, and recommend proper solution

Must be detail-oriented, result-focused, possess effective written and verbal communication skills, and able to support change management initiatives

Must be able to maintain professional and effective working relations with supervisors, co-workers, and direct reports

Must be able to follow standard Help Desk support operating procedures

Must be able to work flexible hours, including weekends and evenings

Must be able to manage support issues remotely during off hours

Must be able to learn new skills and technologies

Must be able to handle multiple projects simultaneously

Must be able to lift or move supplies, equipment, boxes and materials weighing up to 40lbs