Job Title

Technology Solutions Manager, Support Practice Lead

Job Description Summary

Overview

Global Technology Service group, a team of dedicated IT consultants, project managers and business analysts that support our client technology solutions through best-in-class software systems utilizing a service delivery model to deliver value within a clear, consistent, and measurable framework. Additionally, we provide assessment, technology roadmap, transition, and integration services as well as a continuous improvement-based support model to ensure an ongoing technology investment for the duration of our client relationships.

In support of Global Occupier Services, our team provides business development support including solution definition, pricing, technology demonstration and delivery for Strategy and Portfolio Administration Services, Transaction & Project Management, Facilities (IFM), Space & Occupancy, and Financial Management.

This is a full-time position and will be a United States location.

Job Summary:

The Technology Solutions Manager - Support Practice Lead is responsible for managing a team of direct report and managed service provider application support staff, developing, and maintaining support documentation, monitoring SLA/KPI performance, and implementing best practice processes. This role involves trend monitoring, incident management, and collaboration with client care teams to enhance support performance and client satisfaction.

Job Description

Role Description

The role of Support Practice Lead includes the following key responsibilities:

Team Management: Lead and manage a team of direct report and managed service provider application support staff.Documentation: Develop and maintain support How-To documentation and Knowledge Base Articles.SLA/KPI Monitoring:Develop baselines.Monitor aged tickets.Coach the team on achieving SLA/KPI targets.Develop and introduce best practice processes.
 Trend Monitoring:Analyze ticket trends.Coach business teams on best practices.Use Trending analysis to drive capacity needs and initiative planning.
 Client Collaboration: Work with client care teams to improve support performance and client satisfaction.Act as an escalation point and help business teams drive needs to closure.
 Incident Management:Track, monitor, and report on major incidents.Notify leadership, client care, and business teams of major issues and resolutions.Ticket Request Form: Collaborate with ServiceNow developers and business teams to create and maintain ticket request forms.Develop initiatives.Manage the team and progress toward completing initiatives.

Knowledge & Skills

Software use or management knowledge in one or more of the following Commercial Real Estate and/or IWMS software technologies is a plus:

Portfolio Administration: Lease Harbor, Tririga, CoStar, ProLease, Lucernix, Qube

Transaction / Project Management: Expesite, Project Mates, CoStar, Primavera, Tango Analytics, CMiC, AutoDesk

Facilities CMMS: 360Facility, Corrigo, Angus Anywhere, Maximo, Saleslogix

Space & Occupancy CAD / CAFM: Tririga, Archibus, FM:Systems, Manhattan / Centerstone, SerraView, Qube

Business Intelligence / Analytics: Tableau, Qlikview, Power BI

Technical and Functional Requirements

Technical fluency required with the following:

Technical Fluency: Proficiency with Microsoft Office/365, laptop, mobile devices, and wireless technologies.

Education: BA preferably in an IT-related major, or  4+ years’ experience in a similar roleKnowledge: Service order, contract, and supplier management practices. IT Infrastructure Library (ITIL) Foundations and Software Development Lifecycle Management (SDLC).Project Management: Skills to design and manage complex solutions and delivery to clients are a plus.Critical Thinking: High level of critical thinking and judgment exercised daily.Attention to Detail: Maintain a high level of attention to detail.Communication: Ability to articulate complex problems to non-technical resources effectively.
 Primary Contacts

This role will work with the following contacts daily.

Client Team (IT, Directors, Managers and Decision-makers)CW Service Delivery Team Members, Transition Teams, and Service Line LeadershipGOS Technology Team (Leadership, Business Analysts and Project Managers)Vendor / Supplier (Leadership, Support, Solutions Engineers)

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”