Location: Louisville, CO
Schedule: Hybrid, 3 days onsite
Compensation: $85k to $115k + bonus
Type: Full-time, Direct Hire

We are hiring an IT Support Manager to lead our US Helpdesk team and support global end-user operations across the US, India, and the EU. This is a working manager role responsible for team leadership, ticket resolution, and driving improvements in helpdesk processes and customer experience. Candidates must reside within commuting distance of Louisville, Colorado.

What You'll Do

• Lead, coach, and develop the US IT Helpdesk team.
• Oversee day-to-day helpdesk operations and contribute directly to ticket resolution.
• Troubleshoot hardware, software, network, access, and on-site support issues.
• Maintain SLAs, manage ticket queues, and drive continuous process improvements.
• Collaborate and communicate effectively with cross-functional partners and senior leaders.
• Support helpdesk projects, manage resources, and contribute to operational strategy.
• Analyze departmental data to identify trends, risks, and opportunities for efficiency.

What You Bring

• 5 to 7 years of IT support/IT management experience.
• Strong hands-on experience with Windows and Mac support.
• Proficiency in Microsoft 365, Active Directory, Azure AD, and common enterprise applications.
• Knowledge of cloud environments (Azure, AWS).
• Experience with ITSM practices, ticketing systems, and helpdesk operations.
• Strong communication, leadership, and team development skills.
• Highly organized with excellent problem-solving abilities.
• Must live within commuting distance of Louisville, CO.

Preferred

• ITIL, CompTIA A+, or related certifications.
• Experience with IT procurement.
• Familiarity with Jira Service Management reporting.
• Experience with project management tools (Kanban, Teams planner, etc.).

Benefits

Health, dental, vision, life and accident insurance, paid time off, 401k match, education reimbursement, and more.