This job is closed

We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.

Guild Agency - Denver, CO

posted about 2 months ago

Full-time - Manager
Hybrid - Denver, CO
Ambulatory Health Care Services

About the position

The Manager, IT Services at Guild is responsible for leading a dedicated team that provides IT support and asset management, ensuring seamless productivity across various business tools. This hybrid role involves overseeing daily operations, managing IT ticketing systems, optimizing service levels, and acting as an escalation point. The manager will collaborate with stakeholders to enhance internal systems and coach the team to deliver solutions that align with organizational needs.

Responsibilities

  • Lead and manage the daily operations of the IT Services teams, providing direction, guidance, and oversight to IT Service Desk Support Analysts.
  • Collaborate cross-functionally to ensure support processes align with engineering, product, business operations, and other Guild teams.
  • Track ongoing priorities and the team's progress within a designated period to ensure deadlines are met in the ticketing system.
  • Develop, implement, and maintain KPIs for the Service Desk to provide high-quality service to Guild Employees, both on-site and remote.
  • Actively coach, train, and mentor team members in technical skills, customer service, and IT best practices.
  • Provide career guidance and development opportunities to all Service Desk team members.
  • Manage the team's workload, deliverables, and escalations.
  • Support the team with employee lifecycle considerations (onboarding, offboarding, and department transfers).
  • Create and maintain documentation for internal tasks and procedures.
  • Ensure all SLAs are kept up to date through regular review and collaboration with leadership, and met by the team.
  • Manage vendor relationships and monitor/audit the usage of Guild's tools.
  • Facilitate regular status meetings with stakeholders as needed.
  • Participate in staff recruitment and retention activities.

Requirements

  • 3-5 years of IT management experience preferred.
  • Experience managing MacOS & Windows remote endpoints.
  • Knowledge of Jamf, Intune, Google Workspace, and Okta required.
  • Salesforce Administration experience preferred.
  • Data-driven decision maker.
  • Strong customer service focus and ability to interact with anyone at all levels of Guild.

Nice-to-haves

  • Salesforce Administration experience preferred.

Benefits

  • Stock options
  • Disability insurance
  • 401(k)
  • Tuition reimbursement
  • Parental leave
  • Life insurance
  • Paid sick time
Job Description Matching

Match and compare your resume to any job description

Start Matching
© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service