Greenwood Village, CO

Support Jobs in Greenwood Village, CO

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IT Support Operations Lead

Xanterra Travel Collection Greenwood Village, CO

Greenwood Village, CO

Today

$75k - $83k/yr Full time Active Directory End User Support Help Desk Support

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Job Description

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

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Today

IT Support Operations Lead

External Career Site Greenwood Village, CO

Greenwood Village, CO

Today

$75k - $83k/yr Full time Manager Active Directory End User Support

Apply Now

Job Description

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.

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Support Jobs in Greenwood Village, CO

IT Support Operations Lead

IT Support Operations Lead

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