IT Support Operations Lead

Xanterra Travel Collection is hiring an IT Support Operations Lead for an onsite role in Greenwood Village, CO. This position supports employees and contractor life cycle management while contributing advanced support across IT Service Desk operations. You will work the 2nd shift / after business hours schedule and help shape strategies for a 24x7 environment, including monitoring, escalation, and incident coordination.

You will also support automation that streamlines onboarding through tools like Active Directory and ServiceNow, ensure ServiceNow KPI and SLA performance is tracked across the enterprise, and maintain practical documentation through run books for IT Operations. The role includes collaborating with management to align staffing needs, guiding junior IT team members, and partnering with business stakeholders on employee lifecycle processes.

Responsibilities

• Be available for 2nd shift / after business hours coverage in an office setting.
• Partner with management on staffing needs, including hiring additional talent when required.
• Provide technical guidance and support to junior IT team members while they complete their assigned tasks.
• Provision and de-provision access to key systems, including transition tasks for new, transferring, and terminated employees.
• Help maintain and improve automated onboarding using Active Directory, ServiceNow, and related platforms.
• Proactively monitor ServiceNow KPIs, assignments, and SLAs across the enterprise.
• Support onboarding education by covering IT section content and tasks referenced in the Employee Handbook.
• Work with the IT Helpdesk to provision hardware for new employees.
• Coordinate with employee managers and/or HR to recover deployed assets for reuse.
• Assist with onboarding communications in-person or remotely using Email, MS Teams, and RingCentral meetings.
• Lead root cause analysis (RCA) and problem elimination efforts to improve the employee experience.
• Develop and update run books for IT Operations.
• Support Windows and Apple MAC systems and day-to-day business applications installed on those devices.
• Partner with business stakeholders to support processes for employee lifecycle events and related tasks.
• Identify opportunities to improve processes and assist in implementing process changes.
• Collaborate with business and technology stakeholders to strengthen systems operations monitoring in a 24x7 support environment.
• Complete other Service Desk tasks as assigned.

Requirements

• Bachelor’s degree in Information Technology. Equivalent work experience and/or specialized certifications may substitute for formal education.
• 5-7 years of IT experience required.
• Strong PC and laptop skills, including knowledge of Windows 11 OS provisioning and security setup.
• Apple MAC iOS support for laptops will also be useful.
• 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 working in an IT support desk environment and documenting work in a 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 as a first and second tier support representative.
• Capacity to work in a fast-paced environment with changing priorities, deadlines, and assignments.
• Ability to self-start with minimal supervision while following supervisor guidelines.
• Strong verbal and written communication skills for documentation and training needs.
• Background in hospitality or consumer-oriented systems is strongly preferred.
• Familiarity with business afterhours monitoring and on-call support strategies.
• Knowledge and prior experience with application security compliance and role requirements is preferred.

Technologies

• Active Directory, ServiceNow, Service Desk, ITIL 4, ITSM
• Microsoft Office suite of products (Outlook, Word, Excel), OneDrive, Teams, SharePoint
• Zendesk, Remedy
• Windows 11
• Apple MAC iOS
• PC Networking (wired and wireless), VPN software
• MS Teams, RingCentral, Email, Microsoft Intune
• PXE boot, Ivanti, MS Azure Endpoint, MFA/2FA systems
• Claude, CoPilot, ChatGPT, Knowledgebase documentation

Compensation

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

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