IT Support Operations Lead

This role supports Xanterra’s IT Helpdesk operations through a second-shift, in-office footprint in Greenwood Village, Colorado, with occasional face-to-face and remote support communications. You will help manage employee and contractor life cycle workflows, provide advanced Service Desk support, and contribute to a 24x7 support posture within the Service Delivery/Network Operations Center.

Role focus and key responsibilities

• Be available for 2nd shift and after business hours coverage while working in the office.
• Partner with management on hiring needs and support junior IT team members with technical guidance.
• Manage access provisioning and de-provisioning for key systems, including transition tasks for new, transferring, and terminated employees.
• Enhance automated onboarding processes using Active Directory, ServiceNow, and related platforms.
• Monitor ServiceNow KPIs, assignments, and SLA performance across the enterprise.
• Support onboarding education aligned with the Employee Handbook, including the Information Technology section and related tasks.
• Coordinate with the IT Helpdesk on hardware provisioning for new employees.
• Work with employee managers and/or HR to recover deployed assets for reuse.
• Assist with onboarding communications via in-person support and remote channels such as Email, MS Teams, or RingCentral meetings.
• Address technology issues through proactive root cause analysis (RCA) and problem elimination to improve employee experience.
• Develop and maintain IT Operations run books.
• Support Windows and Apple macOS systems and day-to-day business applications installed on supported machines.
• Collaborate with business stakeholders on processes related to employee lifecycle events and required tasks.
• Identify process improvements, support implementation of process changes, and contribute to system operations monitoring for a 24x7 environment.
• Complete additional Service Desk tasks as assigned.

Requirements

• Bachelor’s degree in Information Technology.
• Equivalent work experience and/or specialized certifications may substitute for formal education.
• 5 to 7 years of IT experience is required.
• A background in hospitality or consumer-oriented systems is strongly preferred.
• Familiarity with business after-hours monitoring and on-call support strategies.
• Knowledge and prior experience with application security compliance and role requirements is preferred.
• Strong PC and laptop skills, including Windows 11 operating system provisioning and security setup.
• Apple macOS laptop support experience will be useful.
• Daily ability to perform advanced troubleshooting of operating systems, applications, and network connectivity.
• Strong familiarity with the Microsoft Office suite, including Outlook, Word, and Excel.
• Experience tracking work details in an IT ticketing system such as ServiceNow, Zendesk, or Remedy.
• Familiarity with PC networking (wired and wireless) and use of VPN software.
• Direct customer service/support experience in an IT environment, including first and second tier support representative duties.
• No supervisory responsibilities are included in this role.
• Ability to work in a fast-paced environment with shifting priorities, deadlines, and assignments.
• Self-starter who can operate with minimal supervision while following supervisor guidelines.
• Strong verbal and written communication skills due to documentation and training needs within the role.

Technologies

• Active Directory, ServiceNow
• Microsoft Office, Outlook, Word, Excel
• OneDrive, MS Teams, SharePoint
• RingCentral meetings
• Zendesk, Remedy
• Windows 11
• Apple macOS
• VPN software

Benefits

• Medical, Dental & Vision
• HSA & FSA
• Life & Disability
• Accident, Hospital & Critical Illness
• Pet Insurance
• PTO and paid Holidays
• 401(k) with Company Match
• Employee Assistance Plan
• Education Assistance
• RTD-Denver transit pass for in-office employees
• Employee Discounts & Travel Deals

Compensation: $75,000 - $83,000 per year based on experience.