Revantage

AVP, End User Experience & Support

Job Locations US-Chicago

Who We Are

Revantage is a Blackstone Company that provides a highly skilled employee base, best-in-class processes, and state-of-the-art technology to multiple Blackstone real estate portfolio companies. Sectors include Hospitality, Industrial, Multi-Family, Office, Retail, Senior Housing, and Manufactured Homes.

 

Revantage, headquartered in Chicago, is one of three global offices that includes Revantage Asia and Revantage Europe.

 

What We Value: Our Culture

Creating a culture that inspires change and momentum require the right team. We know what it takes to lead an industry, and are looking for leaders who seek constant growth, want to excel, and continuously improve upon themselves and the industry. The culture at Revantage is built on our shared core values and commitment to be:

  • Achievers – We expect high standards for ourselves and enable the success of our teams
  • Enthusiasts – We face challenges with optimism and believe anything is possible
  • Leaders – We commit to continuously improve our performance
  • Learners – We learn from our challenges and successes
  • Partners – We deliver value and positive impact to our partners

Why This Role Is Valuable  

Revantage is a company that relies heavily on “knowledge workers” who contribute directly via end user devices such as laptops, tablets, phones, etc. This role serves as the “face” of IT to those end users as the teams reporting to this role provide these technology tools and supports this technology. The IT helpdesk, deskside support and End User Experience teams are a vital part to the suscces of Revantage and we are seeking a leader to take us to the next level.

How You Add Value

  • Leadership of a team of staff members providing technical support with an emphasis on customer care
  • Lead the helpdesk team to higher levels of performance in support. The helpdesk is our Level 1 support mechanism for our 2000+ end users
  • Lead our journey in developing and maturing our ITSM capabilities around incident management, request management, change management, etc.
  • Lead our deskside support team serving as our Level 2 support for end users. Level 2 suport interacts directly and personally with end users at their desks to resolve issues that cannot be resolved on the phone or remotely
  • Mentor, develop, grow and train team members for future career growth in Revantage
  • Write goals, and perform performance reviews for all team members within the prescribed HR assigned timeframes
  • Drive End User Experience improvements via improved and new technology and new and improved process
  • Assist the VP of End User Experience in the creation of the EUT roadmap
  • Lead the End User Technology (EUT) engineering and deployment team to achieve the goals and outcomes of the EUT roadmap
  • Lead the EUT team to develop more robust, customer friendly tools, technology solutions, and training to be more effective in their roles
  • Provide leadership and guidance on all aspects related to IT Service Management
  • Develop and maintain formal processes and procedures in Help Desk operations for consistent service
  • Re-engineering processes performed by the Help Desk to ensure maximum efficiency and according to industry best practices
  • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  • Proactively monitor assigned and open tickets/projects, contacting customers when necessary, and ensuring tickets and projects are updated on a timely basis

What You Bring To The Role

Required:

  • Undergraduate or graduate degree in a technical field or heavy work experience in a similar environment
  • Minimum of 8 years of Helpdesk Manager experience
  • Analytically minded and detail-oriented: you like finding clever solutions to solve immediate issues or build out greater utility for business users
  • Experience working with multiple OS and demonstrated PC skills (Win 10, Mac, IOS Devices, MS Office, Google docs)
  • Hands on experience with helpdesk software and remote-control softwareSolid technical background with an ability to communicate with a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team leadership skills
  • Phenomenal customer service skills
  • Passion for technology and using it to solve problems
  • High level of organization, reliability, and independence
  • Orientation toward detail
  • Ability to research emerging technologies and make recommendations that benefit our business
  • Create presentations/solutions with experience communicating to a variety of audiences
  • ITIL V3 certified

Preferred:

  • Project management experience
  • Understanding of HelpDesk technology – ServiceNow experience

Perks for You

  • Competitive salary, overall compensation, and 401(k)
  • Work-life balance offerings include:
    • Remote work policy
    • Productivity Hours – weekly meeting-free work time
    • Bi-weekly Summer Fridays
  • In-house and external learning & development opportunities
  • Generous health insurance and wellness benefits

EEO Statement

Our company is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our employment decisions are based on individual qualifications, job requirements and business needs without regard to race, color, marital status, sex, sexual orientation, gender identity and/or expression, age, religion, disability, citizenship status, national origin, pregnancy, veteran status and/or any other legally protected characteristics. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email talent@revantage.com.

 

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