IT Manager - Help Desk

IT Manager

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PulteGroup is looking for an experienced IT Manager to lead our Technical Support Center (TSC). This role is critical in ensuring exceptional support for our internal and external customers, driving operational excellence, and fostering a culture of continuous improvement. The position reports to the Senior IT Manager of the TSC & Provisioning & Service Management teams.

Job Summary

As an IT Manager, you contribute to information technology strategies by managing staff and directing the implementation of technological solutions across diverse teams. You recommend and implement information technology strategies, policies, and procedures within functional unit; participate in implementation across functional units. A key focus of this position is managing and developing staff and unit budget to achieve strategic department and team goals.

Primary Job Responsibilities

This position manages work across multiple information systems and projects.

• Recruits, selects, coaches, and develops team leadership, engineering, and support staff within the IT department.
• Manages staffing, scheduling, professional growth and development plans.
• Works with senior leadership to develop team goals in line with department objectives.
• Builds and maintains strong partnerships with IT leadership and other IT teams to ensure seamless service delivery.
• Conducts performance and development reviews per HR guidelines. Takes corrective actions, including Performance Improvement Plans and terminations, when necessary.
• May lead problem management teams comprised of senior engineering resources in solving high-complexity, high-impact enterprise issues.
• Manages vendor relationships with hardware and software solutions and tools.
• Translates and champions IT strategy to functional unit.
• Achieves financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective action within functional unit.
• Maintains organization's effectiveness and efficiency by supporting strategic plans for implementing and supporting information technologies.
• Assists with defining enterprise IT policies and procedures to ensure the protection of information assets.
• Develops and implements support processes, SLAs, and performance metrics.
• Analyzes support trends and implements proactive measures to reduce recurring issues.
• Responds to after-hours and weekend critical escalations, when necessary.

Career Level (M3)

Organizational Impact:

• Manages a team with focus on policy and strategy implementation.
• Establishes operational plans with measurable contribution towards the achievement of results of the area. Focus is on short-term operational plans (e.g., 1 year or less).
• Provides measurable input to new products, processes or standards in operational plans in order to implement organizational strategies.
• Typically does not have budget accountability, but may manage certain processes or projects within a defined budget set by management.

Leadership & Talent Management:

• Manages a small to mid-sized team consisting of experienced professionals. Leads, directs and reviews the work of team who exercise latitude and independence in their assignments.
• Typically has hiring, firing, promotion and reward authority within own area, in accordance with manager review and approval.

Knowledge & Experience:

• Requires practical knowledge in leading and managing the execution of processes, projects and tactics within functional area.
• Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.
• Typically requires a University Degree or equivalent experience and minimum 4-6 years prior relevant experience in IT support or service desk roles with at least 2 years in a leadership position.
• Possesses strong understanding of ITIL principles and service management best practices.
• Is proficient with ticketing systems, monitoring tools, and reporting dashboards.

Required Skills

• Broad understanding of business practices and operations
• Exceptional analytical skills
• Good written and verbal communication skills
• Proficiency with MS Office / MS Office 365 tools including Word, PowerPoint, Excel, Outlook, OneNote, SharePoint, MS Teams, and OneDrive.
• Familiarity with Azure and enterprise-level applications.

Required Licensing, Registration and/or Certifications

• Not Applicable

Physical Requirements:

• May require travel

PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and the Recruiter through any means other than via our Applicant Tracking System.

Equal Opportunity Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

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Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

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