HBG Technology Support Manager

HBG Technology Support Manager

This role is responsible for our team that provides day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnoses problems through collaboration with operations partners, which includes trouble shooting, root cause analysis, and problem escalation. Providing clear, effective, and timely resolution of team member problems, queries, or complaints. This role is critical in leading the operational cadence and processes alongside portfolio management and operational leadership, driving efficiency and customer experience enhancements.

The Home Building Group Technology team has the unique opportunity to work with over 60 Home Building and Supply production facilities. The Home Building group is comprised of over 12K Team Members who produce over 48K homes per year. The HBG Tech team supports projects which help make production safer, more efficient, and deliver first class experiences for home owners and customers.

We work to increase productivity, improve collaboration, and tackle complex operational opportunities.

• Leads coaching and mentoring of our Tech Ambassadors and Application Support teams. Supports a culture of CX, continuous improvement, and best practices.
• Provides tactical leadership and contributes to operational planning within the HBG Leadership team.
• Conduct process reviews and quality checks to ensure alignment with Clayton technology standards.
• Assist in aligning projects with hardware lifecycle needs.
• Ensure effective operational performance KPI and SLA metrics in place, and aligned with practices to drive continuous improvement.
• Fosters collaboration and secure stakeholder buy-in from technology and business partners.
• Develop and execute strategic plans for the support teams, aligned with the organization’s technology and business goals.

• Bachelor’s degree in Computer Science, MIS, Business Administration or related field or equivalent experience
• ITIL training, demonstrating expertise in technology support, equivalent experience accepted.
• Minimum 5 years of technology support experience
• Minimum 2 years supervisory experience

• To Be Filled in by Human Resources

• To Be Filled in by Human Resources

Founded in 1956,
Clayton is a Berkshire Hathaway Company committed to opening doors to a better life and Building Happyness® through home ownership. Through its family of brands,
Clayton builds, sells, finances, and insures traditional site-built homes and off-site built housing – including modular homes, manufactured homes, Cross Mod™ homes, tiny homes, college dormitories, military barracks, and apartments. Corporate headquarters is located in the Knoxville, Tennessee area, specifically, Maryville, Tennessee.
Clayton is the recipient of numerous industry awards including 2019 Builder of the Year and ranks as the #2 builder of homes in the U.S. by units sold
. Our site-built division,
Clayton Properties Group
, is the 8th largest site builder in the U.S. We achieve our results through the strength of our people and have been recognized on the 2021 Forbes Best Employers for Diversity and 2021 Forbes America’s Best Employers Lists. To learn more about Clayton Homes, got to:

Job Profile- 100170, Manager - Technology User Support

• Competitive benefits including 401(k) with 100% company match of the first 4%; medical, dental and vision plans; paid time off days and holidays.

• Quarterly bonus program.

• Forbes lists:
  America’s Best Employers, America’s Employers by State, Best Employers for Diversity, Best Employers for Women.

• Recognized as one of East Tennessee’s top technology workplaces.

• Wellnes…