IT Support Manager I

Sierra Space•Louisville, CO

3d•$121,714 - $167,378

About The Position

The Manager, IT Technology Support is responsible for leading and optimizing the organization's technical support operations to deliver exceptional service to end users. This role oversees the technical support team, implements service management best practices, and ensures the efficient delivery of IT support services aligned with organizational objectives. The Manager develops and maintains support processes, manages vendor relationships, and drives continuous improvement initiatives while upholding the highest standards of service excellence and organizational values. The Manager, IT Technology Support leads all aspects of technical support operations, including managing and developing high-performing IT support teams while establishing clear performance metrics, service level agreements, and continuous improvement initiatives. This position translates IT strategic initiatives into practical support operations by identifying and executing operational improvements that enhance the end-user experience. The Manager implements and optimizes critical IT support processes such as incident management, problem resolution, and knowledge base development to ensure efficient service delivery. Responsibilities include comprehensive IT asset management, oversight of support ticketing systems, and development of self-service solutions that improve operational efficiency. The Manager maintains IT security protocols and ensures compliance with data protection regulations as they relate to technology support services. This role requires strong financial acumen to manage support operation budgets, forecast resource needs, and optimize technology investments. The Manager serves as a key communicator, translating technical concepts for non-technical stakeholders and effectively managing escalated support issues. Additionally, this position oversees vendor management activities, maintaining productive relationships with IT service providers to ensure quality support delivery. Throughout all activities, the Manager upholds and models company values while fostering a culture of service excellence and holding team members accountable to organizational standards.

Requirements

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience in lieu of degree)
Several years of relevant IT support experience with a significant portion in a managerial or leadership role
Comprehensive knowledge of IT infrastructure components and ITIL framework
Demonstrated experience managing and developing IT support teams
Strong understanding of IT security protocols and data protection regulations
Proven ability to implement service management best practices in technical support operations
Excellent communication skills with ability to convey technical concepts to non-technical audiences
Experience with IT asset management and support ticketing systems

Nice To Haves

ITIL certification (Foundation, Practitioner, or higher)
Experience establishing and monitoring service level agreements and performance metrics
Track record of implementing continuous improvement initiatives in IT support environments
Experience developing and maintaining knowledge base systems and self-service solutions
Demonstrated success in managing support operation budgets and optimizing technology investments
Strong vendor management experience with IT service providers
Background in developing incident management and problem resolution frameworks
Experience driving operational initiatives that measurably enhance end-user experience

Responsibilities

Leading and optimizing the organization's technical support operations.
Overseeing the technical support team.
Implementing service management best practices.
Ensuring efficient delivery of IT support services aligned with organizational objectives.
Developing and maintaining support processes.
Managing vendor relationships.
Driving continuous improvement initiatives.
Managing and developing high-performing IT support teams.
Establishing clear performance metrics and service level agreements.
Translating IT strategic initiatives into practical support operations.
Identifying and executing operational improvements that enhance the end-user experience.
Implementing and optimizing critical IT support processes such as incident management, problem resolution, and knowledge base development.
Comprehensive IT asset management.
Oversight of support ticketing systems.
Development of self-service solutions that improve operational efficiency.
Maintaining IT security protocols.
Ensuring compliance with data protection regulations.
Managing support operation budgets.
Forecasting resource needs.
Optimizing technology investments.
Translating technical concepts for non-technical stakeholders.
Effectively managing escalated support issues.
Maintaining productive relationships with IT service providers.
Upholding and modeling company values.
Fostering a culture of service excellence.
Holding team members accountable to organizational standards.