IT Support Services Manager

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries.  Please visit our website at www.drhorton.com for more information.

D.R. Horton, Inc. is currently looking for a IT Support Services Manager for their Financial Services IT Department.  The right candidate will be responsible for the management, training, and development of  Help Desk staff. Is responsible for the initial triage, escalation and coordination of all system problems reported to the Help Desk. Will enforce policies & procedures for applications and hardware. Will communicate IT related notifications and updates to DHIM and DHIT employees.  

Essential Duties and Responsibilities

• Creation and maintenance of training, troubleshooting, and other Help Desk documentation
• Scheduling Help Desk staff for necessary coverage of business activities
• Management and distribution of monthly Help Desk statistics
• Coordination of periodic reviews of system access, and review/certification of results
• Initial triage, escalation, and coordination of system problems reported to the Help Desk
• Identification of problem report trends and recommendation of actions to take based on those trends
• Coordination with DHIM Training Department to provide Help Desk assistance during scheduled training classes
• Act as a liaison between the FS Help Desk and the Corporate IT Help Desk and other FS IT groups
• Coordination with Compliance and FS Licensing regarding audit questions, and procedure modifications resulting from legal and regulatory changes
• Assist in rolling out new systems and software as identified by other IT groups
• Comply with record retention requirements for affected FS HD documents
• Periodic review of outstanding tickets, ensuring timely completion
• Conduct reviews of some data post HD review, e.g. Empower access, FS cell phones, Application Extender
• Conduct periodic team meetings
• Coordinate, Research and testing, and at times lead the new desktop, laptop, printer technologies, OS releases and maintenance
• Creation of Help Desk support documentation and specialist training
• Supplying adhoc reports to management of Help Desk activity
• Work order assignment and follow through
• Fundamental understanding of all DHIM and DHI Title systems and interfaces and who to contact when issues arise
• This position requires the candidate to be onsite Monday-Friday.  If Saturday or Sunday onsite availability is needed it will be scheduled in advanced.

Supervisory Responsibilities

Manages two or more employees in a specific IT Area. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.