IT Support Manager

Title: Manager, IT Support

Job Type: Direct-hire

Location: Louisville, Colorado (Hybrid - minimum 3 days onsite)

Salary Range: 85K-115K + bonus

Summary

This role oversees a U.S.-based IT support team responsible for end user technical assistance and helpdesk operations. The position is a hands on leadership role that combines people management, operational oversight, and direct ticket resolution. The manager collaborates closely with global support counterparts to maintain consistent service delivery and drive continuous improvement across IT support functions. This hybrid position requires residency within commuting distance of the Louisville, CO office.

Responsibilities

Team Leadership & Development

• Lead and manage the IT Helpdesk team, including coaching, mentoring, and ongoing performance oversight.


• Support professional growth and hold team members accountable for goals and expectations.


• Model and reinforce behaviors that promote top tier customer service and a positive team culture.


• Oversee the full employee lifecycle, including hiring, retention, and engagement.


• Encourage collaboration and strong team dynamics.

Technical & Operational Support

• Actively resolve IT support tickets involving hardware, software, network, and access issues.


• Provide exceptional customer support and set standards for positive end user experiences.


• Offer in person technical assistance as needed.


• Manage the helpdesk queue, ensuring timely ticket resolution and adherence to SLAs and operational goals.


• Apply established processes while identifying opportunities to improve support workflows.


• Adapt to changing operational needs and adjust resources accordingly.


• Communicate operational risks or issues to relevant teams and collaborate on solutions.

Communication & Cross Functional Collaboration

• Communicate effectively with staff at all levels, including leadership and cross functional partners.


• Build strong internal relationships founded on trust and reliability.


• Partner with other teams to address issues and contribute to ongoing initiatives.

Project & Program Execution

• Execute functional plans by carrying out tactical components of helpdesk-related projects.


• Work within defined budget and resource constraints for operational initiatives.


• Contribute to cost management efforts for the support function.

Strategic & Analytical Contribution

• Handle advanced tasks requiring problem solving and subject matter expertise.


• Review operational data to identify trends, improve processes, and propose new tools or efficiencies.


• Identify areas of risk within helpdesk operations and recommend mitigation steps.

Skills

Required

• 5-7 years of IT management experience with responsibility for technical support teams.


• Strong hands on expertise in Tier 1-Tier 2 support for macOS and Windows environments.


• Deep knowledge of Microsoft 365 administration, including Exchange Online, SharePoint Online, Teams, and OneDrive.


• Proficiency with Active Directory and Azure Active Directory (user management, authentication troubleshooting, group policies).


• Familiarity with cloud platforms such as Azure or AWS.


• Experience supporting business applications such as Adobe Creative Suite and Microsoft Office.


• Experience with collaboration tools like Slack.

Preferred

• Experience with IT procurement.


• Certifications such as ITIL or CompTIA A+.


• Familiarity with project tracking tools (e.g., Kanban boards, Teams task management).


• Experience using Jira Service Management for reporting and operational analysis.

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.