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Location: Louisville, CO
Schedule: Hybrid, 3 days onsite
Compensation: $85k to $115k + bonus
Type: Full-time, Direct Hire
We are hiring an IT Support Manager to lead our US Helpdesk team and support global end user operations across the US, India, and the EU. This is a working manager role responsible for team leadership, ticket resolution, and driving improvements in helpdesk processes and customer experience. Candidates must reside within commuting distance of Louisville, Colorado.
What You'll Do
- Lead, coach, and develop the US IT Helpdesk team.
- Oversee day to day helpdesk operations and contribute directly to ticket resolution.
- Troubleshoot hardware, software, network, access, and on site support issues.
- Maintain SLAs, manage ticket queues, and drive continuous process improvements.
- Collaborate and communicate effectively with cross functional partners and senior leaders.
- Support helpdesk projects, manage resources, and contribute to operational strategy.
- Analyze departmental data to identify trends, risks, and opportunities for efficiency.
What You Bring
- 5 to 7 years of IT support/IT management experience.
- Strong hands on experience with Windows and Mac support.
- Proficiency in Microsoft 365, Active Directory, Azure AD, and common enterprise applications.
- Knowledge of cloud environments (Azure, AWS).
- Experience with ITSM practices, ticketing systems, and helpdesk operations.
- Strong communication, leadership, and team development skills.
- Highly organized with excellent problem solving abilities.
- Must live within commuting distance of Louisville, CO.
Preferred
- ITIL, CompTIA A+, or related certifications.
- Experience with IT procurement.
- Familiarity with Jira Service Management reporting.
- Experience with project management tools (Kanban, Teams planner, etc.).
Benefits
Health, dental, vision, life and accident insurance, paid time off, 401k match, education reimbursement, and more.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
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