IT Support Manager

Job Type

Full-time

Description

Keystone Pacific Property Management, LLC is a prestigious property management firm headquartered in Irvine, CA, with offices throughout Northern and Southern California, Colorado, and Idaho. Since 1982, we have led the way in providing superior customer care for our clients in planned-unit developments, condos, mixed-use, commercial, new project developments, large-scale onsite communities, and master-planned community associations.

We have an excellent opportunity for an experienced IT Support Manager to join our amazing environment with an opportunity for continuous growth and development. For more information. please continue reading below!

Summary

Leads the IT support team, manages day-to-day operations using ConnectWise, and ensures IT service delivery adheres to ITIL best practices. Serves as a proactive leader in managing a team of technicians while optimizing service delivery and support processes to meet or exceed SLAs and customer satisfaction goals.

Why Join Keystone?

Keystone is a company dedicated to empowering our team members to improve people’s lives beyond expectations. We set ourselves apart by providing an excellent level of service to our team members and clients.

As a member of our team, your talents will be nurtured, and your contributions will be supported in a value-based environment that fosters the type of professional quality our customers have come to rely upon.

We provide an environment for people that nurtures leadership and promotes personal success and rewards those who exceed expectations. We foster a culture of open feedback and continuous growth.

We're thrilled to share that Keystone is officially certified as a Great Place to Work! This recognition reflects our commitment to fostering a positive and supportive work environment where everyone can thrive. We invite you to learn more about what makes Keystone special by checking out our certification details here.

What We Offer

• Competitive Salary
• Hybrid and Flexible working arrangements
• Work-Life Balance
• Opportunities for Career Growth
• Training and Mentorship from Successful Leaders in the HOA Industry
• Cell Phone Stipend
• Mileage Reimbursement
• Medical (HMO and PPO), Dental, and Vision
• Flexible Spending Account
• Pet Insurance
• Pre-Paid Legal
• Employer Paid Basic Life/AD&D Insurance
• Voluntary Life and Short-Term Disability Insurance
• Free Employee Assistance Program
• 401(k) Retirement Plan with Company Match
• Financial and Health/Wellness Education
• Bereavement and Mandated Leave of Absence Applicable
• Paid Time Off (PTO)
• 12 Paid Holidays (Floating Holiday/Half Days/Early office closure before certain major holidays)
  
  

Requirements

Essential Job Duties and Responsibilities:

• Manages the daily operations of the IT Service Desk, including staff supervision, ticket management, and performance reporting.
• Responsible for supervising and directing team members to achieve results. Provides guidance and direction to ensure overall departmental success.
• Monitors and develops team member performance, including supervision, scheduling, planning, employee engagement, and retention. Provides regular feedback, coaching, and performance evaluations while administering disciplinary action when needed.
• Participates in the hiring process by interviewing potential team members and selecting those who best meet staffing needs. Onboards and trains new hires.
• Follows all Human Resources policies and is knowledgeable of company policies, applicable employment and labor laws, and ensures compliance within the team. Ensures staff receive the required training and attend mandatory meetings.
• Ensures team members have current knowledge of processes and procedures to provide satisfactory client service. Keeps staff informed about policy updates.
• Manages external vendors throughout various regions.
• Oversees the use and configuration of ConnectWise PSA to streamline support workflows, automate processes, and ensure data integrity.
• Implements and upholds ITIL-based processes such as Incident Management, Request Fulfillment, Problem Management, Change Management, and Knowledge Management.
• Monitors ticket queues to ensure timely resolution and escalation of issues, ensuring SLA adherence.
• Develops and maintains SOPs, knowledge base articles, and documentation for recurring issues and service requests.
• Tracks and reports on service desk metrics such as response times, resolution times, and customer satisfaction scores. Responsible for continuous improvement by analyzing trends and implementing strategies and solutions accordingly.
• Collaborates and coordinates with other IT departments and stakeholders to support infrastructure upgrades, deployments, and operational initiatives.
• Identifies opportunities for continuous improvement in service delivery and technical support efficiency.
• Leads and mentors a team of technicians; conducts performance reviews and provides coaching/training as needed.
• Manages user onboarding and offboarding, access management, and software licensing where appropriate.
• Ensures compliance with internal policies, security standards, and regulatory requirements.
• Practices and adheres to Keystone’s Core Values, Mission, and Vision.
• Any additional job duties as required by the supervisor.
  
  

Qualification Requirements

• Must have a valid CA Driver’s License and maintain DMV record that meets our auto insurance carrier’s guidelines.
• Must have reliable transportation and the ability to drive to communities.
• Ability to perform all essential duties and responsibilities listed above with minimal supervision.
• Strong knowledge in technological thought processes.
• Excellent judgement and decision-making skills.
• Strong supervisor and leadership skills to hold self and others accountable.
• Strong problem-solving and critical thinking skills.
• Ability to prioritize and meet crucial deadlines.
• Ability to manage assignments independently using best judgment.
• Excellent organizational and time management skills.
• Ability to work well under pressure in a fast-paced environment.
• Must have excellent customer service skills in order of working cohesively with clients, homeowners, and company staff.
• Effective collaborative skills.
• Ability to be trusted with confidential/sensitive information.
• ConnectWise PSA (Manage): Advanced knowledge of ticketing, reporting, SLA management, and automation within the ConnectWise ecosystem.
• ITIL Framework: Strong understanding of ITIL principles and practical experience applying them in a service desk or ITSM environment.
• Microsoft 365, Active Directory, Windows OS: Familiarity with troubleshooting and managing user environments.
• Remote Monitoring and Management (RMM) tools: Experience with ConnectWise Automate or similar RMM platforms.
• Service Reporting and KPIs: Ability to generate and analyze service desk metrics and dashboards.
  
  

Education And/or Experience

• 5+ years of experience in IT support.
• Minimum 2 years in a service desk/technology leadership or management or related role.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• High School Diploma or GED required.
• ConnectWise Administrator Certification or demonstrated advanced ConnectWise experience.
• ITIL v3 or v4 Foundation Certification (Required or must be obtained within 90 days of hire).
• Experience working in a Managed Services Provider (MSP) environment is a strong plus.
• Sentinel One or Cyber Security background (encompassing network security, cloud security, SOC planning, data security governance, and compliance.
  
  

Work Environment

The work environment and physical demands described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• Ability to drive to communities.
• Ability to sit, stand, and operate business equipment.
• Typical office environment with low-level noise exposure.
• Must have the ability to lift up to 40 lbs.
  
  

Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system, send an email to [email protected] for assistance. Please include a description of your requested accommodation, your name, and contact information. Note: This email address is not for general employment inquiries. Keystone will not respond to inquiries that are not related to the accessibility of the online application system by individuals with disabilities.

Keystone Pacific Property Management, LLC is an equal-opportunity employer. All applicants will be subject to a Background and DMV Check.

Salary Description

$99,000 - $109,000 Annually