IT Manager, End User Support

Colorado State Public Defender•Denver, CO

About The Position

The IT Manager, End User Support is a management position in the Information Technology series responsible for planning, managing, and overseeing the agency’s end-user support functions, including helpdesk, desk-side support, equipment and inventory management, and user provisioning. Under the strategic direction of the Chief Information Officer, the manager works with the IT leadership team to design, implement, and monitor a comprehensive support program for agency users. The role develops policies and standards, analyzes problems, and creates solutions to complex systems, operations, and performance issues. It manages and supervises professional IT staff and supports IT infrastructure projects. The Office of the Colorado State Public Defender is an independent agency within Colorado’s Judicial Branch, with nearly 1,000 employees across 21 Regional Trial Offices, a centralized Appellate Division, and a centralized Administrative Office. Its mission is to defend and protect the rights, liberties, and dignity of people accused of crimes who cannot afford counsel. The agency describes its work environment as fast-paced and team-oriented, with self-motivation and a commitment to high performance important to success. The position requires Colorado residency on the first day of employment and throughout employment. Relocation assistance and visa sponsorship are not available; candidates must be authorized to work in the United States. A cover letter and resume must be uploaded together as one document. The application deadline is November 16, 2026.

Requirements

Bachelor’s degree in information technology, computer science, or a directly related field, or equivalent education, training, or experience demonstrating the required knowledge, skills, and competencies.
Six years of progressive professional experience in helpdesk or technical support, working with varied operating systems, applications, network systems, remote access tools, software, hardware, peripherals, and devices, including escalation management in a highly customer-oriented environment.
Experience managing and supervising IT staff in a technical support, helpdesk, and end-user environment.
Broad knowledge of computer operating systems, hardware platforms, networks, and software applications.
General knowledge of user account security systems, remote access tools, and documentation software.
Extensive knowledge of standard software applications, including Microsoft Office, web-based applications, internet browsers, email, and Adobe Acrobat.
Ability to interpret and apply IT operational policies and procedures; assess problems and research solutions involving hardware, networks, LAN/WAN connectivity, software, web applications, browsers, and operating systems.
Accuracy in documenting and reporting information; customer service and listening skills; ability to document and resolve user technical problems promptly and professionally.
Ability to communicate technical information to non-technical audiences, read and interpret technical manuals, work independently, and manage personal and team time effectively.
Ability to develop and maintain cooperative working relationships with staff, coworkers, peers, and vendors; effective verbal and written communication, including giving and receiving work direction.
Commitment to diversity, equity, and inclusion.
Ability to perform essential job functions with or without reasonable accommodation and meet the physical demands of the job with or without reasonable accommodation.
Colorado residency on the first day of employment and throughout employment; authorization to work in the United States.

Responsibilities

Oversee agency-wide end-user support, including helpdesk and in-person support, and collaborate with the Chief Information Officer on a comprehensive support program.
Supervise IT technical and end-user support staff by prioritizing and assigning work, conducting performance evaluations, ensuring training and policy compliance, and making hiring, termination, and disciplinary approvals.
Maintain a repository of regional IT processes and procedures, including user self-service, and oversee standard operating procedure documentation.
Ensure helpdesk phone and email coverage during working hours; coordinate with the off-hours helpdesk provider on responses and escalations.
Monitor tickets through resolution and closure, keep the ticket database current, and ensure timely and appropriate communication with users.
Serve as the primary IT contact and escalation point for regional office management, and escalate complex or unresolved problems to appropriate IT staff.
Manage purchases of standard IT equipment and maintain appropriate back stock of peripherals and supplies.
Authorize laptop and tablet repairs and inform the Chief Information Officer of potential costs and service timelines.
Evaluate and recommend equipment and software purchases to keep pace with technology and improve helpdesk operations.
Create and maintain user accounts and assign security access levels in accordance with IT policies and procedures.
Maintain and update the inventory database for computers, printers, and peripheral equipment; conduct routine inventory audits with office managers and regional IT staff.
Participate in division planning, design, and implementation of agency IT infrastructure projects.
Lead ongoing meetings about outstanding helpdesk and end-user issues and training on trending topics.
Assist with installing desktop and workstation software, hardware, and peripheral equipment as needed.
Travel to other offices and work locations as required.
Demonstrate a commitment to diversity, equity, and inclusion; work with leadership and human resources to support compliance with employment laws and practices in recruitment, hiring, promotion, recognition, training, development, and employee skills utilization.
Perform other duties as assigned.