Strategic Operations Support Manager - B.HOM

BHOM Student Living has an established foundation of experience, resources and partnerships which we acquired over the course of our 37-year history. At BHOM, we understand that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members. We continue to recognize that we are only as strong as each individual employee and we value our employees by providing a strong benefit package:

• 3 Weeks of Paid Time Off
• Birthday Paid Day Off
• BHOM Gives Back (Paid Volunteer Time Off)
• 13 Paid Holidays
• BHOM Paid Leave
• Sabbatical
• Education Reimbursement
• Employee Assistance Program

Responsible for overseeing the day-to-day operations of the Strategic Operations Support help desk. Provide mentoring and leadership to the Application Support team. The position requires a full understanding of how processes impact individual departments, end users and team members and communicates accordingly. An essential element to this position will be to assist in developing and improving best practices and procedures that support strategic initiatives. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner.

Essential Job Functions:

• Monitors help desk activity daily to ensure tickets are being completed timely and accurately.
• Conducts annual employee reviews and bi-annual goal reviews with direct reports.
• Compiles monthly, quarterly and annual reporting on Application Support metrics.
• Ensures the support team complies with all SarbanesOxley processes and documentation to confirm no deficiencies are discovered during quarterly audits.
• Responsible for ensuring adequate help desk support coverage is available during business hours.
• Supports executive leadership annual initiatives.
• Coordinates testing and documentation of product enhancements, gathers results and provides recommendations.
• Provides application support, including remote support, to install, configure, test, and troubleshoot application hardware and software.

Minimum Qualifications/Skills:

• Associates degree in computer science or related field
• Minimum 5-7 years experience in a technical support/helpdesk role
• Extensive property management software knowledge and how it is used within the organization
• Demonstrated troubleshooting, problem-solving and training skills
• Ability to work with clients remotely with or without remote assistance software.
• Effective oral and written communication skills
• Ability to work with a diverse group of people in a collaborative environment
• Ability to handle multiple projects and thrive in a fast-paced environment

• Familiar with a variety of the field's concepts, practices, and procedures
• Relies on extensive experience and judgment to plan and accomplish goal
• A wide degree of creativity and latitude is expected.

Work Hours: Generally, 8am-5pm or 9am-6pm, Monday-Friday, or as needed to meet business needs. 

BH/B.HOM is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH/B.HOM a better place to work and live.