IT Manager

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.