At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

The Senior Manager of Service Desk and Support is a highly impactful and strategic role responsible for managing the service desk team and providing excellent technical support to our CSC and Community associates. This individual will define service desk strategies, processes, and procedures to ensure efficient and effective support services across all properties and offices. The Senior Manager will also work closely with Application, Technology Operations and Community Support teams to continuously improve and refine our customer service delivery.

• Lead and manage the service desk team, including recruiting, training, developing, and evaluating team members.

• Develop and implement strategies and processes to improve and maintain high-quality service desk operations.

• Oversee the service desk budget and ensure adherence to company guidelines.

• Provide timely and efficient technical support to community associates and team members via phone, email, and other channels.

• Continuously monitor and analyze service desk performance metrics to identify areas for improvement and develop action plans.

• Communicate insights, trends, and metrics to business leaders and property operations leaders for informed decision-making.

• Collaborate with Engineering, Applications, Technology Operations and Community Support to facilitate prompt resolution of technical issues.

• Stay up-to-date with industry trends and continuously search for innovative ways to enhance service desk operations.

• Develop and maintain knowledge base documents, procedures, and best practices for the service desk team.

• Experience in managing service desk platforms (ServiceNow)and developing dashboards, workflows and automation to streamline support operations and enhance efficiency.

• Participate in company-wide projects, as needed, to contribute to overall service excellence.

• Bachelor's degree in computer science, information technology, or related field.
• Minimum of 8 years of experience in service desk management or a related field.
• Proven track record of successfully managing a team and delivering excellent customer service.
• In-depth knowledge of service desk operations, principles, and best practices.
• Passionate about providing exceptional customer service and solving technical issues.
• Strong communication and interpersonal skills with a customer service-oriented approach.
• Organized and detail-oriented with the ability to multitask and prioritize.
• Proactive and able to work well under pressure.
• Proficient in using service desk tools and systems.
• Familiarity with property management software is a plus. 

With more than 2,500 employees and 85,000 units, representing over $19 billion in assets under management, Cortland is one of the largest owners and operators of multifamily properties in the United States and internationally. The firm is vertically integrated, with property and asset management, construction, design and architecture, and investment and development under one roof. The firm is headquartered in Atlanta, GA with nine satellite offices in the United States, and the UK. 

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to ensure our communities are the perfect setting for living life to the fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988.

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.