Job Description

WHAT WE OFFER At RealPage, we\'re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage. RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it. ABOUT THE TEAM The end-user computing (EUC) function within RealPage IT encompasses the technologies, policies, and processes that IT organizations use to deploy, manage, and secure the devices, applications, and data that end users need to perform their jobs. EUC organizations typically work with a variety of technologies, including physical laptops, virtual desktops, mobile devices, and cloud-based applications. The goal of an EUC organization is to provide end users with a consistent and reliable computing experience, regardless of their location or device. The EUC function within RealPage also includes the following teams: The NOC (Network Operations Center), which focuses on incident and problem management. The Service Desk, which serves as the first line of support for end users. Change Management, which ensures that changes to IT systems and processes are implemented effectively and with minimal disruption to business operations. Together, these teams work to ensure that end users have the tools and support they need to be productive and secure. PRIMARY RESPONSIBILITIES As the IT Director for End User Computing, NOC, Service Desk, Change Management, and Problem Management, you will play a crucial role in ensuring the efficient and reliable delivery of IT services to our internal stakeholders. Your primary responsibility will be to lead and coordinate these teams, fostering a high-performing environment and driving continuous improvement initiatives. Team Leadership and Management: Lead, mentor, and develop the End User Computing, NOC, Service Desk, Change Management, and Problem Management teams, fostering a culture of teamwork and professional growth. Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members. Collaborate with HR for recruitment, onboarding, and talent acquisition efforts to build a skilled and motivated team. Service Delivery and Performance: Ensure the seamless delivery of end-user computing services, NOC operations, and service desk support, meeting SLAs and KPIs. Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction. Oversee change management and problem management processes to minimize service disruptions and improve incident response and resolution. IT Strategy and Planning: Work closely with senior management and other IT leaders to develop IT strategies aligned with business objectives and future technology trends. Participate in budget planning, resource allocation, and cost optimization activities for the IT department. Vendor Management: Collaborate with vendors and third-party service providers to ensure seamless service delivery and adherence to contractual agreements. Evaluate vendor performance and negotiate service contracts to optimize service levels and costs. IT Security and Compliance: Work with the IT security team to ensure compliance with relevant data security and privacy regulations. Promote a strong culture of cybersecurity awareness and adherence to security best practices within the teams. REQUIRED KNOWLEDGE/SKILLS Bachelor\'s degree in computer science, Information Technology, or a related field. Master\'s degree preferred. Proven experience (5+ years) in leading and managing IT teams, including End User Computing, NOC, Service Desk, Change Management, and Problem Management. In-depth knowledge of ITIL processes, change management, and problem management methodologies. Strong understanding of end-user computing technologies, IT infrastructure, and networking. Excellent leadership, communication, and interpersonal skills with the ability to work collaboratively across departments and influence stakeholders at all levels. Demonstrated ability to drive process improvements, streamline operations, and implement best practices. Relevant certifications (e.g., ITIL, PMP, CISSP) are a plus.

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