Senior IT Helpdesk Manager

T3 Services Group•Denver, CO

13h

About The Position

T3 Services Group is a national home services organization with locations across the U.S., providing Plumbing, Drains, HVAC, and Electrical services to residential customers. Our business is powered by phenomenal teammates who take pride in delivering 5-star service on every call. Behind the scenes, our call center agents, dispatchers, coordinators, and administrative teams keep operations running smoothly and efficiently. Technology plays a critical role in supporting both our field teams and corporate operations. If you’re passionate about systems, strategy, and driving real operational impact, this is your opportunity to lead at a high level and shape how IT enables the business. Position Summary The Senior IT Helpdesk Manager leads and scales IT support operations across the organization to deliver reliable, responsive, and high-quality technical service enterprise-wide. This role oversees internal IT operations as well as managed service providers, ensuring strong service delivery, operational discipline, and alignment with business objectives. This leader combines deep technical knowledge with strong operational leadership and team development skills. You’ll drive continuous improvement, strengthen cross-functional partnerships, and build a high-performing support organization that enables growth across multiple brands and locations.

Requirements

High School Diploma or GED required
Bachelor’s degree in Computer Science, Information Technology, or related field preferred
Relevant work experience may substitute for formal education
5+ years of IT support experience, including at least 2 years in a leadership role
Proven experience managing Helpdesk teams in a multi-site or enterprise environment
Demonstrated expertise in: Exchange Online administration Microsoft Teams management SharePoint permissions and governance Azure AD / Entra ID user management Microsoft 365 licensing structures
Demonstrated success improving SLAs and service performance metrics
Experience supporting distributed or field-based workforces
Understanding of telephony systems and business communication requirements
Strong knowledge of IT security best practices, policies, and procedures
Proficient in Microsoft Office tools
Comfortable working across multiple systems and platforms
Strong Apple product proficiency
Experience with device management platforms
Experience working in cloud-hosted environments
Ability to travel up to 10% nationwide

Nice To Haves

Microsoft certifications preferred
ITIL certification preferred

Responsibilities

Leadership & Team Development Lead, mentor, and develop Helpdesk Team Leads and support staff
Establish clear performance expectations, KPIs, and service standards
Conduct performance evaluations, coaching sessions, and career development planning
Foster a culture of accountability, collaboration, and service excellence
Support succession planning and leadership pipeline development
Service Delivery & Operations Oversee day-to-day IT support operations, including ticket queues, escalations, and service requests
Ensure SLA compliance and actively monitor service performance metrics
Develop and maintain incident management and escalation protocols
Optimize workflows to improve efficiency and reduce recurring issues
Lead coordination during high-severity incidents
Strategy & Continuous Improvement Analyze ticket trends and implement proactive solutions
Develop and refine IT support processes, documentation, and knowledge bases
Drive automation, standardization, and self-service initiatives
Partner with business intelligence teams, vendors, and managed service providers to advance IT service maturity
Contribute to budget planning and resource forecasting
Compliance & Governance Ensure adherence to company policies, IT security standards, and regulatory requirements
Maintain accurate documentation of procedures and technical environments
Support internal and external audit activities