Senior IT Helpdesk Manager
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Job Location:
Denver, CO - USA
Yearly Salary:
$ 100 - 110
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Company
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 youre 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. Youll drive continuous improvement strengthen cross-functional partnerships and build a high-performing support organization that enables growth across multiple brands and locations.
The Good Stuff
Medical Dental & Vision Insurance
401(k) with Company Match
Paid Time Off & Paid Holidays
Paid Wellness Time
Growth opportunities within a rapidly expanding national organization
Collaborative leadership team that values innovation and operational excellence
Essential Functions
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
Skills & Abilities
Education
High School Diploma or GED required
Bachelors degree in Computer Science Information Technology or related field preferred
Relevant work experience may substitute for formal education
Experience
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
Technical Skills
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
Certifications
Microsoft certifications preferred
ITIL certification preferred
Other Requirements
Ability to travel up to 10% nationwide
Required Experience:
Manager
Key Skills
- IT Experience
- Business Continuity Planning
- IT Management
- SAAS
- Desktop Administration
- Computer Networking
- Management Experience
- Salesforce
- IT Service Management
- ITIL
- Azure
- Project Implementation
About Company
Done! Plumbing, Heating, Cooling, & Electrical: Since 1999, we've been Denver’s trusted name for plumbing, heating, cooling, and electrical services. Our exceptional work and unmatched customer care make us the area's top choice. But our success starts with our amazing support team—co ... View more
