IT Support Manager

Quanta Services • Aurora, CO

83d • $80,750 - $109,250

About The Position

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

Requirements

• 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.
• 5+ years of progressive IT support experience, with at least 2 years in a supervisory or management role, preferred.

Nice To Haves

• Proficiency using Help Desk Software (ServiceNow, ManageEngine, etc.).
• Proficiency providing remote support via phone and remote-control applications, preferred.

Responsibilities

• 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.
• Supervise, mentor, and develop a team of IT Support Specialists.
• Provide technical guidance and act as the primary escalation point for complex issues.
• Help manage workload distribution and ensure support coverage.
• Onboard and train new team members.
• 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.
• Document support processes and solutions to build a knowledge base for the team.
• Partner with business units to understand recurring issues and proactively implement solutions.
• Evaluate and recommend tools, systems, or automation that enhance support operations.
• Assist with IT budgeting and resource planning for support operations.
• Provide reporting and analysis to leadership on trends, recurring problems, and user satisfaction.

Benefits

• Variety of healthcare coverage options effective the first of the month after hire.
• Substantial amount of PTO.
• Generously matched and fully vested 401k.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Specialty Trade Contractors
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees