Why this role

As the IT Support Manager, you’ll support, manage, mentor, and motivate a team of helpdesk administrators and partners who provide best-in-class 24/7 support to our customers. You will lead a growing department that is focused on automation and using the best in-class technology stack to support the business. We approach our work with a hospitality mindset and we’re looking for someone who will bring that same mentality to their everyday work. You will use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions.

What you’ll do

• Provide leadership and direction to ensure that ticket priorities and SLAs are established and SLAs are met and measured
• Provide metric driven reporting, available on a weekly and monthly basis, to communicate helpdesk performance and show improvements to business workflows
• Manage the helpdesk teams’ workload, projects, and escalated issues
• Build a culture of continuous improvement by analyzing work and tickets to find ways to reduce tickets, promote self-service and document designs and procedures to gain efficiency
• Build and maintain an outsourced staff augmentation relationship for our front-line triage tickets (Tier 1)
• Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations
• Oversee all IT assets, Onboarding / Offboarding requirements
• Partner with IT Director on IT initiatives as well as research, design and implement company-wide IT projects
• Frame business-critical issues strategically and translates them into well-structured recommendations that are ready for action
• Hire and retain a diverse team of top talent
• Create and maintain process and design documentation
• Perform IT implementations, performance analysis, optimization, monitoring, problem resolution, upgrade planning and execution, and process creation and documentation

What makes you a great fit:

• 5+ years of IT Helpdesk experience
• 3+ years of IT Helpdesk management experience
• Passion for making data-driven decisions and optimizing performance
• Strong focus on customer service with the ability to support all internal teams
• Experience with Applications like Google Workspace, Office365, OKTA or other IdP Providers, Azure, AWS, All Client OS’s, AWS, Salesforce, SAML, RBAC’s
• Demonstrated experience managing a large user base of 1000+ teammates
• Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
• Self-motivated - you don’t look for direction, you make it happen
• Experience with printer management solutions, conference room technology, VoIP Phones, and Zoom Rooms
• An understanding of corporate and networking
• Experience managing MacOS & Windows remote endpoints
• Experience with mission-critical IT services and applications in an enterprise environment.

Location

Evolve has a flexible working environment so teammates can work remotely anywhere in the state of Colorado, in our beautiful downtown Denver office, remotely or a hybrid of both!

This position is required to be in our downtown Denver office at least 2-3 days a week.

Compensation

For this role our salary range is $111,000 to $128,000, depending on relevant experience.

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