IT Support Manager

MANAGER, ENTERPRISE TECHNOLOGY

Location: downtown Denver, Colorado, United States - Onsite 3 days/week, must be local

Employment Type: Full-time, Direct Hire

Work Authorization: Must be authorized to work in the United States without sponsorship now or in the future. We are unable to work with third-party agencies or provide visa sponsorship for this position.

We are seeking an experienced Enterprise Technology Manager to lead our US-based IT Helpdesk team and deliver exceptional technical support to our organization. Reporting to the Executive Director of IT Service Management, you will be a hands-on leader who both manages team operations and actively participates in resolving technical issues. This hybrid role requires onsite presence at our Louisville, Colorado headquarters at least 3 days per week.

KEY RESPONSIBILITIES

Team Leadership & Management

• Lead, coach, and develop the US IT Helpdesk team through performance management and professional development initiatives
• Build and maintain a high-performing team culture focused on accountability, collaboration, and continuous improvement
• Drive employee engagement and retention through effective talent management practices
• Champion company values and deliver exceptional customer experiences across all support interactions

Technical Support & Operations

• Provide hands-on Tier 1-2 technical support for Windows and Mac environments, including hardware, software, network, and access issues
• Manage helpdesk ticket queue and ensure timely resolution in accordance with established SLAs and departmental OKRs
• Troubleshoot and resolve issues related to Microsoft 365, Active Directory, Azure AD, and cloud platforms
• Implement process improvements to increase efficiency and enhance service delivery
• Monitor and optimize helpdesk operations to manage high ticket volumes effectively

Strategic Collaboration & Communication

• Collaborate with global end-user support teams in India and the EU to ensure consistent service delivery
• Communicate effectively across all organizational levels, tailoring messages for different audiences
• Build trusted relationships with cross-functional stakeholders and senior leadership
• Influence peers and leaders in high-stakes situations to drive positive outcomes
• Provide regular updates on helpdesk status, issues, and strategic initiatives

Process Improvement & Risk Management

• Analyze operational data to identify improvement opportunities and implement solutions
• Evaluate new tools and technologies to drive operational efficiencies
• Identify and mitigate risks within helpdesk operations
• Manage projects within budget and resource constraints

REQUIRED QUALIFICATIONS

• 5-7 years of IT management experience leading technical support teams
• Technical Expertise: Proven proficiency in providing Tier 1-2 IT support for Windows and Mac environments
• In-depth knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Teams, One Drive)
• Strong experience with Active Directory and Azure Active Directory management
• Experience with cloud environments (Azure, AWS) and user access management
• Proficiency supporting business applications, including Adobe Creative Suite and Microsoft Office
• Experience with collaboration platforms such as Slack
• Strong understanding of ITSM best practices and ticket management systems
• Excellent organizational skills with the ability to manage multiple priorities simultaneously
• Outstanding communication, interpersonal, and leadership abilities
• Proven track record of developing and mentoring team members
• Experience managing within budget and resource constraints
• Strong analytical and problem-solving skills
• Must reside within commuting distance of Louisville, Colorado
• Must be authorized to work in the United States without sponsorship

PREFERRED QUALIFICATIONS

• Experience with IT procurement processes
• ITIL, CompTIA A+, or other relevant IT certifications
• Proficiency with project management tools (Teams, Kanban boards, Jira)
• Experience with Jira Service Management for reporting and data analysis

COMPENSATION

Base Salary: $87,400 - $116,500 plus performance bonus

WORK ENVIRONMENT

This is a hybrid position requiring onsite presence at our Denver, Colorado headquarters at least 3 days per week, with residency in the Colorado area required.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Note: We are unable to accept applications from candidates requiring visa sponsorship or working through third-party agencies for this position.