Manager, IT Helpdesk (1811)

CoreSite Realty Corp.•Denver, CO

35d

About The Position

As a member of the company's Operations Information Technology ("IT") team, the Manager, IT Helpdesk leads and coordinates the Tier 1 helpdesk function that supports CoreSite's end-user community. The Manager ensures high-quality customer service delivery through effective ticket management, queue monitoring, and proactive communications. The Manager serves as the first line of leadership within the IT support structure, overseeing day-to-day helpdesk operations to ensure incidents and service requests are properly logged, prioritized, routed, and resolved within established service-level agreements ("SLAs"). The Manager drives operational excellence and customer satisfaction through strong technical expertise, effective team leadership, and a customer-first approach that ensures reliable, efficient, high-quality support delivery. The Manager collaborates cross-functionally with both the Technical Support, Systems and Network teams, as well as with the broader InfoSec organization, to ensure seamless escalation handling, knowledge sharing, and continuous process improvement.

Responsibilities

Manage daily Tier 1 helpdesk operations and ticket queue performance.
Review, assign, and monitor incoming tickets to ensure accurate categorization, prioritization, and routing.
Oversee the helpdesk phone queue to ensure calls are answered promptly and handled with professionalism, maintaining appropriate coverage throughout business hours.
Maintain SLA compliance by tracking response and resolution times and escalating issues as needed.
Supervise, coach, and mentor helpdesk staff to ensure excellent customer support and technical accuracy.
Serve as the primary escalation point for Tier 1 issues before elevating to higher support tiers.
Provide ongoing performance feedback and assist with training and developing staff.
Review, maintain, and improve ServiceNow processes related to helpdesk ticket handling, workflows, and support automation; collaborate with IT leaders to implement efficiencies and self-service enhancements.
Provide first-level support for printers, multifunction devices, and audio/visual systems, including meeting room technology, conference equipment, and related connectivities.
Assist with audit activities by gathering documentation, ticket data, and system information as required to support compliance and IT governance initiatives.
Serve as a second set of eyes for quality assurance by reviewing helpdesk tickets, documentation, and communication to identify and correct errors, ensure accuracy, and maintain service standards.
Develop and maintain helpdesk documentation and knowledge base content to ensure consistent, accurate, and efficient issue resolutions for Tier 1 support and end users.
Review recurring incidents and collaborate with other IT teams to identify root causes and process improvements.
Maintain clear and timely communication with users, ensuring expectations are set and updates are delivered.
Generate and analyze reports on ticket metrics, service performance, and customer satisfaction.
Ensure proper documentation and adherence to IT policies and standards.
Perform other duties and special projects as assigned.
Promote and demonstrate behaviors consistent with CoreSite's culture and core values.