IT Manager

Manager, Information Technology

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 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 include performing other related duties and supporting cross-functional initiatives as needed to achieve department and organizational objectives.

Job qualifications include knowledge of IT service management practices, Microsoft 365, Microsoft Copilot, networking fundamentals, endpoint security, project delivery, people leadership, customer service, incident management, clear communication, organization, and the ability to build effective partnerships, manage competing priorities, translate operational needs into practical technology solutions, learn new systems quickly, exercise sound judgment, maintain confidentiality, and work independently while remaining collaborative.

Experience and educational requirements include a bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field, 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, experience supporting multiple business locations and coordinating technology deployments, migrations, or operational transitions, experience administering an IT service management platform such as Freshservice, experience managing third-party IT vendors, and relevant certifications in Microsoft technologies, IT service management, security, or project management.

What We Offer includes a bonus opportunity, generous paid time off, 401(k) retirement plan with company match, comprehensive medical, dental, and vision coverage, employer-sponsored short-term and long-term disability coverage, company-paid life insurance, optional ancillary benefits, and Employee Assistance Program (EAP).