IT Manager

Description

At Mission Rock Residential, we believe that where you live matters—and so does the team that makes it feel like home.

We are more than a property management company—we’re a people-first organization that values Integrity, Accountability, Respect, Relationships, Inclusivity, Vision, and Empathy. Our I ARRIVE values guide everything we do, from how we serve our residents to how we support our team members.

We foster an inclusive workplace that celebrates diverse perspectives, empowers growth, and strengthens the communities we serve. When you join Mission Rock, you join a team that’s invested in your success and well-being. 

POSITION OVERVIEW

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 OF THE JOB

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

· Perform other related duties and support   cross-functional initiatives as needed to achieve department and   organizational objectives.

Requirements

JOB  QUALIFICATIONS

Knowledge

· IT service management practices, service   desk operations, incident and request management, escalation, knowledge   management, and service-level reporting.

· Microsoft 365, Microsoft Entra ID, Azure   services, Active Directory, Windows endpoints and servers, endpoint   management, identity and access management, and remote-support tools.

· Microsoft Copilot capabilities,   administration, licensing, data-protection considerations, adoption   practices, prompt guidance, and responsible AI principles.

· Networking fundamentals, including LAN/WAN, Wi-Fi, TCP/IP, DNS, DHCP, VPN, and common connectivity troubleshooting.

· Endpoint security, vulnerability remediation, patch management, data protection, asset lifecycle management, backup, and business continuity practices.

· Project delivery, vendor management,   budgeting, licensing, procurement, and technology support for distributed business locations.

Skills

· People leadership, coaching, delegation, and performance management

· Customer service and relationship building across technical and nontechnical teams

· Incident management, troubleshooting, root-cause analysis, prioritization, and decision-making

· Clear written and verbal communication, including explaining technical issues, risks, and recommendations to varied audiences

· Organization, project coordination, documentation, and time management

Abilities

· Build effective partnerships with business   stakeholders, property teams, vendors, and members of the IT organization.

· Manage competing priorities, allocate   resources, and maintain service quality in a fast-paced, distributed   environment.

· Translate operational needs into practical,   supportable, and secure technology solutions.

· Learn new systems quickly and guide others   through technology and process changes.

· Exercise sound judgment, maintain   confidentiality, and communicate appropriately during incidents and   escalations.

· Work independently while remaining   collaborative, accountable, and focused on measurable outcomes.

EXPERIENCE AND  EDUCATIONAL REQUIREMENTS

· Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field, or an equivalent combination of education and relevant professional experience.

· 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, including responsibility for coaching, workload management, service performance, and team member development.

· Experience supporting multiple business locations and coordinating technology deployments, migrations, or operational   transitions is preferred.

· Experience administering an IT service management platform such as Freshservice and using metrics to improve service delivery is preferred.

· Experience managing third-party IT vendors, contracts, service-level agreements, performance reviews, escalations, renewals, and technology-related costs is preferred.

· Relevant certifications in Microsoft technologies, IT service management, security, or project management are preferred

 What We Offer
We believe in taking care of our team the way they take care of our residents. That’s why we offer:

• Bonus opportunity  
• Generous paid time off, including 13 paid holidays (with a Floating Holiday and Volunteer Day), accrued sick time, and 15 days (120 hours) of vacation in the first year. Sick time accrual varies by state
• 401(k) retirement plan with company match  
• Comprehensive medical, dental, and vision coverage, plus HSA with employer contribution and FSA options  
• Employer-sponsored short-term and long-term disability coverage  
• Company-paid life insurance  
• Optional ancillary benefits, including critical illness, hospital indemnity, and accident insurance  
• Employee Assistance Program (EAP)

The expected compensation range for this position is $100,000 – $130,000, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience.Mission Rock Residential is an equal opportunity employer. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status.The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

**The Application deadline is 10/20/26 if a candidate is not selected by that date later applicants may be considered**