Fairstead is a purpose-driven real estate firm dedicated to building sustainable communities across the country. Headquartered in New York, with offices in Colorado, Florida, and Maryland, Fairstead owns a portfolio of more than 25,000 apartments across 28 states that includes 17,000 units under management. Fairstead’s commitment to communities is realized through a comprehensive platform that leverages in-house expertise in acquisitions, development, design and construction, asset management, and property management.
Fairstead’s primary mission is to provide high quality housing to all regardless of income, and to make our stakeholders feel “Right at Home.” We accomplish this through an empathetic and innovative approach, and by utilizing our interdisciplinary platform as an investor, developer, owner, and operator.
Fairstead’s Core Values: Empathy, Innovation, Entrepreneurship, Determination & Integrity
As Desktop Support Team Lead you will be responsible for overseeing and leading the operations of our organization's desktop support and helpdesk teams. You will play a vital role in ensuring the delivery of high-quality technical support services to end-users and fostering a positive and productive work environment. Your focus will be on providing exceptional service and support to our end user community, optimizing helpdesk processes, driving continuous improvement, and promoting exceptional customer service.
Responsibilities:
- Establish and enforce helpdesk procedures, workflows, and service level agreements (SLAs) to ensure efficient incident management, resolution, and customer satisfaction.
- Monitor helpdesk ticketing system queues and ensure tickets are properly triaged, assigned, and resolved within defined SLAs, prioritizing critical issues and ensuring appropriate resource allocation.
- Collaborate with other IT teams and stakeholders to ensure effective communication, coordination, and resolution of complex technical issues and projects.
- Develop and maintain a knowledge base of commonly reported issues, resolutions, and best practices, promoting self-service capabilities and continuous learning.
- Identify areas for process improvement, implement best practices, and drive efficiency enhancements to optimize helpdesk operations and increase customer satisfaction.
- Analyze helpdesk metrics and performance indicators to identify trends, areas of improvement, and opportunities for proactive support measures.
- Establish and maintain relationships with vendors, ensuring effective management of service level agreements, escalations, and resolution of vendor-related issues.
- Collaborate with the IT leadership team to develop and implement IT support strategies, standards, and policies.
- Stay up to date with industry trends, emerging technologies, and advancements in IT support practices, enhancing your knowledge and skills to provide effective leadership.
- Serve as an escalation point for other team members and resolve high priority issues in a timely manner.
Qualifications:
- Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
- Proven experience in a technical support role, with a solid understanding of desktop support, helpdesk operations and incident management processes.
- Previous experience in a leadership or managerial role, partnering with a team of helpdesk or technical support professionals.
- Strong knowledge of desktop operating systems, software applications, and hardware components.
- Familiarity with networking concepts, protocols, and troubleshooting methodologies.
- Strong customer service orientation and the ability to foster a customer-centric culture within the team.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with end-users, stakeholders, and cross-functional teams.
- Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions to improve support operations.
- Strong problem-solving skills and the ability to think strategically and tactically to resolve complex technical issues.
- Experience using, configuring, and managing support ticketing systems
- Relevant certifications such as ITIL, HDI Support Center Manager, or similar, are a plus.
Diversity in backgrounds and experiences is key to Fairstead’s growth and success. Being an equal opportunity employer is a central tenet of our philosophy that shapes who we are and the communities we serve. Our goal is to ensure competitive total compensation that is commensurate with experience, location, and other market benchmarks. NYC Pay Range: $75,000 - 110,000
