Employment Type
Managed IT Services
Job Location
5155 Clarkson St, Denver, Colorado, 80216, USA
Base Salary
$75,000-$75,000 Per year
Valid through
April 13, 2024
Position title
IT Help Desk Manager

Seeking an IT Help Desk Manager for FocusConnect IT in Denver Colorado.

  • Location: Must reside in Denver metro area and be willing to work in our office 4 days a week
  • Benefits: Medical, Vision, Dental, 401K
  • Compensation: $75,000 per year
  • Must be a US Citizen, Green Card Holder

FocusConnect IT is managed service provider in Denver seeking an organized, responsible, and technically proficient individual with strong team leadership and collaboration skills to serve as IT Help Desk Manager in an established IT MSP serving clientele in the industries of medical, insurance, law, investment, and construction.

The IT Help Desk Manager must be extremely organized and have an excellent ability to communicate and problem solve. * Applicant must have at least 2+ years of experience as a Service Desk Manager in the IT industry, and 5+ years in an IT support role.

The role will focus on the resolution of technical issues and customer satisfaction. Time will be split between management duties and help desk support (L2/L3 assistance) when help is needed in order to minimize escalation of cases to the engineering team, ensure customer satisfaction and accountability, and improve internal processes. The role will also act as a liaison between the support team and C-Level client executives. Because of the nature of the position, extensive technical experience is required along with other key presentational, organizational, communication and management skills.

Core interpersonal skills required
  • Manage the technical support team
  • Satisfy customer needs and collaborate with other leadership teams
  • Ability to resolve technical issues at the L2/L3 level in support of our team or directly with a client
  • Project Management and onboarding new clients
  • Basic knowledge of server and VPN troubleshooting
  • Cross check closure of issues, ensure customer satisfaction and follow up
  • Propose ways to improve and sustain the highest level of customer service
  • Ensure stellar communication with client executive teams
  • Help train on new processes and applications
  • Implementing and maintaining user-friendly documentation
  • Assist in hiring processes
  • Provide leadership to the technical support team and assist in guiding performance
  • Work with our engineering team to ensure projects are on targeted timelines, assist with IT policies and procedures documentation
  • Assist in coordinating and managing schedules to ensure coverage
  • Oversee all change management, configuration management, collaborate with engineering team on the process
Duties and Responsibilities
  • Must have a L2/L3 or Systems Administrator level of technical experience including basics of Windows Server Administration, Active Directory, VPNs, Azure, HyperV, VMWare
  • Must be willing to learn how to operate core backups systems including tools like Datto BCDR, Acronis, and Acronis BCDR
  • Applicant must have at least 5+ years of experience in the IT industry
  • Applicant must have at least 2+ years of experience as a Service Desk Manager in the IT industry
  • Basic networking knowledge is helpful
  • Produce 3 references for skills above, including 2 former supervisors
  • Must be able to pass a technical hands-on exam administered by our system admin team

Core interpersonal skills required: 

  • Strategic thinking skills
  • Ability to do tactical execution
  • High emotional intelligence
  • Understanding of IT structure
  • Strong time management skills
  • Excellent attention to detail
  • Strong Leadership and Mentoring skills
  • Industry knowledge
Technical skills required

Medical, Vision, Dental, 401K

Who We Are

IT Help Desk Manager is a key role in our company. We are looking for a team player who is ready to grow with us over the years, appreciates a relaxed company culture, and values our focus on building / retaining great client relationships.

Who We Are: 

FocusConnect is an established IT Services provider (over 10 years) helping clients in insurance, financial, healthcare, legal, real estate, and construction development sectors in need of desktop support, network support, server administration, and compliancy frameworks. We are partnered with leading technology providers such as Cisco, Microsoft, Adobe, Datto, Autotask, and other major providers. We assist such companies with implementing secure networks and deploying best practices for data security in today’s challenging times.

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Position: IT Help Desk Manager

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