AVP, IT Operations

Headquartered in Tampa, Florida, Genstone goes beyond the role of a “traditional brokerage” with a commitment to delivering innovative real estate services to consumers and our team of real estate professionals. Backed by Fay Financial, one of the nation’s largest real estate and financial services companies, our aggressive growth strategy leverages many of our in-house affiliated business partners to deliver extraordinary service in mortgage, title, insurance, property management, and home renovations – an approach most real estate brokerages do not offer.

Join Us on Our Journey

We are currently looking for an AVP of IT Operations to join our team.

The AVP of IT Operations will be responsible for End User Computing in the Fay organization, which includes Desktop Support and Service Desk operations.  The AVP of IT Operations will lead a team that provides end-user support for a broad range of services to the organization covering traditional desktop support and troubleshooting, hardware and software installation and configuration, phone system, VDI, and working with vendors. The role will lead a team of professionals with heavy user interaction at all levels.  The role will be expected to have a broad range of skills that include solid technical expertise with excellent people skills.

Qualifications Include:

• High school diploma/GED required; Bachelor’s degree (or military experience) is preferred 
• 5+ years IT experience with a heavy focus on end user support
• Microsoft desktop technologies experience 
• 5+ years’ Service Now experience
• 5+ years working closely with clients possessing varying levels of IT knowledge and provide technical support for users, including issues related to IP phone, desktop, connectivity and desktop applications
• IT Service Management 
• 3+ Years Problem, Change and Incident  management
• Proactive follow-up on escalated issues
• Experience in managing service now changes for workflows and updates
• Experienced managing the Install, upgrade, repair and replacement of user workstations Inventory control of hardware and peripherals
• Desktop / Service Desk
• +5 years level 2/3 support, identifying root cause with strategic solutions to desktop problems 
• Manage desktop/laptop build processes for domestic /global sites
• Manage the performance of software distribution and patch management to Windows PC's and Laptops
• Minimum 3 years’ experience as Desktop Engineer including image creation/build, OS installation/troubleshooting, and Application Packaging - preferred
• 3+ years' Windows office suite (2010 - 2016)
• 3+ years' Windows OS 7 and Windows 10
• 3+ years' Workstation connectivity issues
• Experience in Email platforms support for Exchange, and Office 365
• Basic network troubleshooting troubleshoot performance issues and issues with browsers and plug-ins Mobile device administration and support VDI services support RSA Security console
• Team management
• 2-3 years managing the reporting and metrics for Service Desk team, Desktop Team and IT Service Management
• 2+ years preforming a continuous improvement process , updating documents, knowledge base articles and policies 
• Financial and/or Mortgage industry expertise 
• ITIL certification preferred 

Submit Your Resume to Learn More

Featured Benefits

• Medical, Dental, and Vision Insurance
• Company Paid Life Insurance
• Disability Insurance
• Pet Insurance
• 401k Program with Employer Matching
• 3 Weeks Paid Time Off (PTO)
• Paid Holidays
• Wellness Initiatives
• Employee Assistance Program

Compensation

• The hiring range for this position is between $140,000.00-$150,000.00 annually
• This position is eligible for an annual discretionary bonus

Fay Cares!

The Fay-Genstone Foundation was established to fulfill the philanthropic mission of The Fay Group employees to serve the communities in which they live and work. Our employees make voluntary contributions to the Foundation. Each quarter, their contributions are donated to organizations focused on improving education opportunities, combating poverty, and supporting military service members and first responders.

At Fay, we believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected, and included, and is presented with equal opportunities to be successful. Fay is an equal-opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information, go to www.dhs.gov/E-Verify.