IT Support Manager

MANAGER, ENTERPRISE TECHNOLOGYLocation: downtown Denver, Colorado, United States - Onsite 3 days/week, must be localEmployment Type: Full-time, Direct HireWork 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 RESPONSIBILITIESTeam Leadership & ManagementLead, coach, and develop the US IT Helpdesk team through performance management and professional development initiativesBuild and maintain a high-performing team culture focused on accountability, collaboration, and continuous improvementDrive employee engagement and retention through effective talent management practicesChampion company values and deliver exceptional customer experiences across all support interactionsTechnical Support & OperationsProvide hands-on Tier 1-2 technical support for Windows and Mac environments, including hardware, software, network, and access issuesManage helpdesk ticket queue and ensure timely resolution in accordance with established SLAs and departmental OKRsTroubleshoot and resolve issues related to Microsoft 365, Active Directory, Azure AD, and cloud platformsImplement process improvements to increase efficiency and enhance service deliveryMonitor and optimize helpdesk operations to manage high ticket volumes effectivelyStrategic Collaboration & CommunicationCollaborate with global end-user support teams in India and the EU to ensure consistent service deliveryCommunicate effectively across all organizational levels, tailoring messages for different audiencesBuild trusted relationships with cross-functional stakeholders and senior leadershipInfluence peers and leaders in high-stakes situations to drive positive outcomesProvide regular updates on helpdesk status, issues, and strategic initiativesProcess Improvement & Risk ManagementAnalyze operational data to identify improvement opportunities and implement solutionsEvaluate new tools and technologies to drive operational efficienciesIdentify and mitigate risks within helpdesk operationsManage projects within budget and resource constraintsREQUIRED QUALIFICATIONS5-7 years of IT management experience leading technical support teamsTechnical Expertise: Proven proficiency in providing Tier 1-2 IT support for Windows and Mac environmentsIn-depth knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Teams, OneDrive)Strong experience with Active Directory and Azure Active Directory managementExperience with cloud environments (Azure, AWS) and user access managementProficiency supporting business applications, including Adobe Creative Suite and Microsoft OfficeExperience with collaboration platforms such as SlackStrong understanding of ITSM best practices and ticket management systemsExcellent organizational skills with the ability to manage multiple priorities simultaneouslyOutstanding communication, interpersonal, and leadership abilitiesProven track record of developing and mentoring team membersExperience managing within budget and resource constraintsStrong analytical and problem-solving skillsMust reside within commuting distance of Louisville, ColoradoMust be authorized to work in the United States without sponsorshipPREFERRED QUALIFICATIONSExperience with IT procurement processesITIL, CompTIA A+, or other relevant IT certificationsProficiency with project management tools (Teams, Kanban boards, Jira)Experience with Jira Service Management for reporting and data analysisCOMPENSATIONBase Salary: $87,400 - $116,500 plus performance bonusWORK ENVIRONMENTThis 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 EmployerWe 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.

Created: 2026-04-02