IT Service Desk Manager

IT Service Desk Manager

Job Description

CoStar Group (NASDAQ : CSGP) is a leading global provider of commercial and residential real estate information analytics and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100 CoStar Group is on a mission to digitize the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

We are looking for an experienced IT Support Technical Team Lead to join our team. You will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee customer service should be your motto by being a self‑starter, problem solver and excellent communicator.

You can juggle multiple projects each urgent and competing for your time.

• Provide guidance, assistance, coordination and follow up on IT issues raised by end‑users and constantly coach & guide technicians to resolve tickets within agreed SLAs
• Daily stand‑ups with tech team leaders to discuss priorities for the teams
• Process and procedure improvements aiming for global operational excellence
• Report to senior management on potential problems and identify problem trends
• IT documentation curation setting and maintaining high standards and coach engineers to use the knowledge base
• Support growth of Service Desk by hiring and developing strong technicians
• Assist with onboarding and training new hires in best practices
• Ongoing development of existing employees
• Ticket and call review / auditing on a regular schedule
• Monthly reports: tickets opened / closed, how many by tech by the team trends etc.; call reports to include number of calls, call length, hold times, calls dropped trends etc.
• Liaison between other IT groups (systems security network telecom etc.) as needed
• Any other duties and special projects as assigned

• Educated to degree level or equivalent experience
• In depth experience as manager of IT Service Desk engineers
• Deep experience in corporate IT or Service Desk roles ideally working through the technical response levels
• Experience supporting Windows 10 / 11 workstations macOS Active Directory Microsoft Office and Windows Servers
• Experience supporting phone (AVAYA) and data networks
• Experience of remote management (APAC resource)
• O365 admin experience
• Experience supporting mobile devices such as iPads iPhones etc.
• Additional languages are desirable (French German Spanish or Italian)

Working at CoStar Group means you’ll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in excellent offices other perks include full private medical cover dental cover Life Assurance and member rewards 28 days annual leave a competitive pension season ticket loans enhanced maternity and paternity pay and much more!

At CoStar we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds men and women people of all ages sexual orientations nationalities religions and beliefs.

However we particularly encourage applications from women disabled and Black Asian and Minority Ethnic (BAME) candidates as these groups are underrepresented throughout the commercial real estate industry.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing.

Part‑Time

years

1