Who We Are

Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry.

We’re doing big things in the proptech world! SmartRent has been recognized as a winner of HousingWire’s Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte’s 2023 Technology Fast 500™ list of fastest-growing companies; and our CEO, Lucas Haldeman, was recognized as an EY Entrepreneur Of The Year® 2023 —and we’re just getting started.

Job Description

The Manager, IT Support will be responsible for a team of IT Support Specialists, providing growth, direction and training, as well as ensuring the business IT software runs smoothly.

You will manage the Service Desk escalation process and as the head of the support team, will be responsible for maintaining a high level of customer satisfaction and implement ways to measure and improve it.

Responsibilities

• Lead the overall IT Service Desk and IT Operations including but not limited to: IT incident/problem escalation and communication, IT service level adherence and reporting, IT performance, IT operational documentation and processes, IT capacity and performance management reporting.
• Facilitate the architecture, maintenance and support of holistic technology solutions that integrate with process and personnel solutions to support key business objectives.
• Responsible for defining and reporting IT operations metrics (e.g., system availability, capacity utilization, system response time, cost per ticket, average ticket response time, percentage of first contact resolution, etc.).
• Responsible for the growth and career development of a team of IT Support Specialists.
• Provide direction and determine priorities for IT Support Specialists - oversees day-to-day operations of the support team, including ticket monitoring, prioritization and routing of critical issues, and individual coaching.
• Assists in the development of both the short and long-term IT strategic plan.
• Plan and execute deployments for new software platforms, migrations to new platforms and sunsetting of existing platforms, as needed.
• Oversee the quality of service provided by the IT Support Team.
• Responsible for on- and off-boarding employees to business applications based on their responsibilities.
• Define, document, and improve business processes to increase efficiencies and provide better support.
• Other duties as assigned.

Required Qualifications

• Minimum 3-5 years of hands-on helpdesk or desktop support experience.
• Minimum 1-2 years of management experience, preferably managing an IT Support team.
• Experience with Google Workspace and Google services.
• Experience managing Jira and Confluence, with basic knowledge of automation and configuration.
• Detail oriented with the ability to communicate effectively, both orally and written.
• Excellent time management skills and ability to manage multiple priorities and delegate appropriately.

Preferred Qualifications

• Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).
• Experience provisioning and maintaining small office networks; Ruckus or Ubiquity networking equipment.
• DNS configuration, static IP configuration and management.
• Prior Project Management experience within Information Technology, Software Development or other Technical Engineering Industry.
• Experience with our other enterprise IT business solutions (we use Okta, 1Password, Slack, Salesforce, NetSuite, Paylocity, etc.).

#LI-Onsite

#LI-AV1

We offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You’ll fit right in if you’re:

• Do the hard work and go out of your way to deliver excellence
• Own outcomes and learn from your mistakes
• Are a collaborative and supportive team player; win or lose you lift others up
• Value authenticity, other’s perspectives, and diversity in the workplace
• Have a passion for smart tech and the real estate industry

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