IT Support Manager

IT Support Manager

Intermountain Electric Inc. (IME) is seeking an IT Support Manager to join their growing team!

Do you have the desire, skills, and proven strategy to be part of a winning team? Do you love the challenge of finding unique solutions for complex projects? Does the idea of growth and expansion motivate you? Are you a team player who is ready to take on the responsibility of a prime role in a growing company? Then come join us at IME's Headquarters in beautiful Denver, Colorado – one of the most sought-after locations in the U.S. The beautiful mountains, skiing, hiking, and adventure are only part of Colorado's allure. It is also home to many craft breweries, award-winning restaurants, a cultural downtown scene and annual events and festivals.

The IT Support Manager will oversee daily help desk operations and team performance while also providing direct technical support to end users. This is a blended role that combines leadership with hands-on responsibilities. The manager will be resolving complex technical issues, managing help desk tickets, and collaborating with stakeholders to ensure reliable, efficient, and responsive IT services across the organization.

Key Responsibilities

Hands-On Technical Support: Respond directly to help desk tickets alongside the team, ensuring timely resolution. Troubleshoot and resolve hardware, software, and network-related issues for end users. Install, configure, and maintain workstations, laptops, mobile devices, and peripherals. Administer user accounts, access permissions, and security groups in Active Directory and Microsoft 365. Provide remote and in-person support for staff across multiple locations.

Team Leadership & Management: Supervise, mentor, and develop a team of IT Support Specialists, fostering a culture of accountability, learning, and service excellence. Provide technical guidance and act as the primary escalation point for complex issues. Help manage workload distribution and ensure support coverage. Onboarding and train new team members.

Service Desk Operations: Monitor and manage the ticketing system to prioritize issues, assign tasks, and improve resolution times. Track and report KPIs including first-response time, resolution rate, and customer satisfaction. Documents support processes and solutions to build a knowledge base for the team.

Technology & Process Improvement: Partner with business units to understand recurring issues and proactively implement solutions. Evaluate and recommend tools, systems, or automation that enhance support operations. Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level.

Department Contributions: Assist with IT budgeting and resource planning for support operations. Provide reporting and analysis to leadership on trends, recurring problems, and user satisfaction. Contribute to IT security awareness and compliance initiatives by ensuring proper practices at the support level.

Knowledge, Skills & Abilities

Strong knowledge of IT support processes, ticketing systems, and ITIL frameworks. Proficiency with Windows Operating Systems, Microsoft Office 365, and Active Directory. Excellent leadership, communication, and interpersonal skills. Strong problem-solving skills to resolve technical issues. Working knowledge of office automation products and computer peripherals such as printers and scanners.

Demonstrated accomplishments in the following areas: Proficiency using Help Desk Software (ServiceNow, ManageEngine, etc.). Proficiency providing remote support via phone and remote-control applications, preferred.

Education & Experience: Associate or Bachelor's degree in Information Technology, Computer Science, or related field; or a combination of relevant experience. 5+ years of progressive IT support experience, with at least 2 years in a supervisory or management role, preferred.

Compensation Range

The anticipated compensation for this position is USD $80,750.10/Yr. - USD $109,250.00/Yr. depending on experience and qualifications.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law. We are an Equal Opportunity Employer, including disability and protected veteran status. We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company's Human Resources department.