IT Service Desk Manager

POWDR • Copper Mountain, CO

1d • Onsite

About The Position

Copper Mountain Resort is seeking an experienced IT Service Desk Manager to join their IT Team. This role is crucial for managing vital infrastructure environments and growing technology professionals. The ideal candidate is passionate about the outdoors, experienced in IT Service Desk management, and interested in advancing technology capabilities. This position offers the unique perks of the ski industry and a focus on technology innovation.

Requirements

• Must be able to lift and carry items up to 50 lbs.
• Must have a valid US Driver’s License.
• High School degree or equivalent.
• Bending, reaching, climbing.
• Pushing/Pulling.
• Prolonged standing.
• Confined sitting.
• Eye/hand coordination.
• Visual concentration on equipment.
• Concentrated reading and writing.
• Rapid reaction to physical changes (operating equipment).
• Peripheral, color, and depth vision.
• Extended periods of outdoor exposure.
• Extreme cold.
• Extreme heat and sun exposure.
• Variation in temperature from hot to cold.
• Oversee the team that will harden, configure, and maintain Windows Servers, Active Directory and Group Policy.
• Monitor system performance and troubleshoot issues.
• Assist with capacity and infrastructure planning and system performance optimization.
• Document best practices and administer Office 365 including Exchange Online, OneDrive, SharePoint and Azure Active Directory.
• Assist with the design, build, and maintenance of servers, virtual environments, server templates, and systems to meet business needs.
• Serve as escalation point for Level I helpdesk on systems and server related issues.
• Excellent customer service skills and communication.
• Work with internal ticketing system to meet established SLAs and assist internal customers.
• Work collaboratively with other teams and peers at all POWDR resorts and properties.
• Must be at least 18 years old.

Nice To Haves

• Strong leadership ability with an emphasis on mentoring and team development.
• Eager, quick, life-long learner with a desire to constantly improve.
• Minimum 5 years of experience managing Windows Server environments including maintenance, patching, automation, disaster recovery and implementing security practices.
• Ability to plan, budget, prioritize, and deliver multiple parallel project initiatives.
• Experience with Office365 and Azure Active Directory administration.
• Proven competency in virtualized infrastructure environments including VMWare, Nutanix, Docker/Kubernetes, AWS, or Azure.
• Comfortable executing scripting languages, making minor customizations and writing basic scripts to drive standardization and automation.
• Familiar with Linux administration and management.
• Experience with domain migration projects including ADMT migrations, AD LDS, and LDAP.
• Experience with SAML 2.0 and cloud SSO providers such as Azure AD Premium, Auth0, Okta, or ADFS.
• Effective communication skills with the ability to explain complex initiatives to business users.
• B.S. degree in Computer Science, Information Technology, or equivalent experience.
• Leadership and management of a diverse team with a proven track record of developing others.
• Direct experience migrating local exchange/active directory to Office 365 and working in a hybrid O365 environment.
• Experience with DevOps principles, automation, and infrastructure-as-code.
• Experience migrating on-premises applications/servers to Azure, AWS, or Google Cloud.

Responsibilities

• Oversee the team that will harden, configure, and maintain Windows Servers, Active Directory and Group Policy.
• Monitor system performance and troubleshoot issues.
• Oversee the network infrastructure configuration and troubleshooting operations within Copper’s environment.
• Assist with capacity and infrastructure planning and system performance optimization.
• Document best practices and administer Office 365 including Exchange Online, OneDrive, SharePoint and Azure Active Directory.
• Assist with the design, build, and maintenance of servers, virtual environments, server templates, and systems to meet business needs.
• Serve as escalation point for Level I helpdesk on systems and server related issues.
• Excellent customer service skills and communication.
• Work with internal ticketing system to meet established SLAs and assist internal customers.
• Work collaboratively with other teams and peers at all POWDR resorts and properties.
• Select and train all Direct Reports.
• Motivate/manage/counsel/support/coach direct reports.
• Assist these individuals in the creation of goals and objectives, which support the goals and objectives of Copper, and the Finance department.
• Provide feedback to direct reports.
• Conduct annual performance reviews.
• Give formal and informal feedback on performance.
• Recognize and reward exceptional performance.
• Conduct 1-on-1’s with direct reports on a bi-weekly basis.
• Ensure staff upholds and adheres to all company policies and procedures.
• Communicate information with staff to ensure knowledge of resort activities, events, and changes.
• Participates in the company’s Front Line Assist and staff draft programs.
• Functions as an ambassador of Copper Mountain, modeling and sharing the Copper “culture” with our guests and employees.
• Upholds the most professional image.
• Continually strives to exceed our guest’s expectations and create memories for our guests and staff.
• All Leadership team members are expected to participate in the company’s Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events.

Benefits

• company subsidized medical, dental, vision, flexible spending, HSA, life/disability options
• season pass for employees/dependents and privileges at several other resorts
• Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED