Manager, IT Support

The Enterprise Technology Manager at GHX, reporting to the ED of IT Service Management, is a working manager responsible for leading a single team within the Corporate IT discipline, overseeing critical programs and processes related to employee technical support and helpdesk operations. This includes fostering close collaboration with end-user support leadership in India and the EU to ensure consistent global service delivery. This role involves not only managing team activities but also actively participating in the resolution of IT helpdesk tickets. The ideal candidate will be highly organized and adept at fostering a positive team environment, championing best-in-class customer support, driving continuous improvement in helpdesk operations, and leveraging their technical expertise to provide direct support and guidance. This is a hybrid role, requiring a combination of on-site work at our Louisville, Colorado headquarters at least 3 days per week in the office, and remote work, with residency required in the Colorado area.

Key Responsibilities:

Team Management & Leadership:

• Manage the activities of the US IT Helpdesk team, including coaching, development, and performance management.
• Successfully develop individuals within the team and hold team members accountable for their actions.
• Inspire and guide the team by consistently upholding and championing GHX values and expected behaviors, prioritizing exceptional customer experiences.
• Plays a key role in the comprehensive talent management lifecycle for the team, encompassing acquisition, retention, and fostering strong employee engagement.
• Foster a positive team dynamic and promote collaboration among team members.
• Technical Support & Operational Management:
• Actively contribute to the resolution of internal end user IT helpdesk tickets, including troubleshooting hardware, software, network, and access issues.
• Champion best-in-class customer support, ensuring a focus on helpfulness and proactive service.
• Provide guidance and hands-on assistance for on-site issues.
• Ensure timely resolution of tickets and manage the overall helpdesk queue effectively, implementing strategies to address high ticket volumes in alignment with established Service Level Agreements (SLAs) and contributing to the achievement of departmental Objectives and Key Results (OKRs).
• Follow established processes and policies in selecting methods and techniques for developing solutions for helpdesk operations.
• Continually evaluate and improve helpdesk processes to create new efficiencies and enhance operations.
• Manage changing circumstances and conditions within helpdesk operations and adjust resources to minimize immediate risk.
• Work with others to mitigate risk and communicate to impacted teams regarding operational changes or issues.

Communication & Collaboration:

• Effectively communicate with all levels of the organization, from individual team members to cross-functional stakeholders and senior leadership, tailoring messages for clarity and impact
• Build internal working relationships based on mutual trust and support.
• Work collaboratively to resolve problems by partnering on projects and processes.
• Ensure clear and efficient communication (e.g., emails/presentations) regarding helpdesk status, issues, and initiatives.
• Consistently able to influence cross-functional peers and/or senior leaders in high-stakes situations.

Project Execution:

• Execute strategic plans set at the functional level to deliver tactical results related to helpdesk projects and initiatives.
• Work within strict constraints of budget and resources set at the product line/functional level for helpdesk programs.
• Provide input and contributions to managing costs related to the helpdesk unit.

Strategic Contribution:

• Contribute to the team's success through management of higher complexity tasks in their area of specialization often requiring analysis and problem solving.
• Continuously analyze departmental data to pinpoint areas for process refinement, explore new tools, and proactively drive efficiencies within operational execution.
• Identify and communicate areas of risk within helpdesk operations and work with leaders to develop mitigation plans.

Required Qualifications:

• 5-7 years of relevant IT management experience, including oversight of technical support teams.
• Demonstrated technical proficiency in providing Tier 1 - Tier 2 IT support for both Windows and Mac environments, including troubleshooting hardware, software, network, and access issues.
• In-depth knowledge and hands-on experience with Microsoft 365 (M365) administration and support, including Exchange Online, SharePoint Online, Teams, and OneDrive.
• Strong proficiency in Active Directory (AD) and Azure Active Directory (AAD) user and group management, troubleshooting authentication issues, and understanding group policies.
• Experience with cloud environments (e.g., Azure, AWS) and associated user access/support.
• Experience supporting and troubleshooting common business applications such as Adobe Creative Suite products, Microsoft Office applications, and other enterprise software.
• Experience in the administration and support of collaboration and communication platforms like Slack.
• Strong understanding of helpdesk operations, ticket management systems, and IT service management (ITSM) best practices.
• Highly organized with a proven ability to manage multiple priorities, projects, and tasks effectively.
• Ability to recognize changing circumstances and adjust resources to minimize immediate risk.
• Excellent communication, interpersonal, and leadership skills.
• Demonstrated ability to develop and mentor team members.
• Experience working within budget and resource constraints.
• Strong problem-solving and analytical abilities.
• Must reside within commuting distance of the GHX headquarters in Louisville, Colorado.

Preferred Qualifications:

• Demonstrated experience with IT procurement processes
• Certifications in ITIL, CompTIA A+, or other relevant IT support disciplines.
• Proficiency with project management tools (e.g., Teams task view, Kanban boards, or similar platforms) for tracking and organizing project work.
• Proficiency in leveraging Jira Service Management (JSM) for comprehensive reporting and data analysis to gain insights into helpdesk operations, identify trends, and drive continuous improvement.

The compensation for this role is: $87,400- $116,500 plus bonus

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

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