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Lead and scale IT service desk operations, manage onboarding/offboarding and asset lifecycle, drive process improvement and automation using PowerShell/Power Automate/APIs and AI tooling, own vendor relationships, and ensure SLA performance, documentation, and SOC 2–aligned security/compliance support.
Founded in 1986, KPA is a leading provider of Workforce Compliance software and consulting services. We succeed if our clients can send their employees home at night, having not experienced a workplace accident or injury. The combination of software, consulting, and training helps clients identify, remedy, and prevent workplace safety and compliance problems so they can focus on what’s important – their core business.
Help us help keep people safe and businesses working efficiently. Named as one of Built In Colorado’s Best Places to Work for seven years in a row, KPA is made up of talented individuals working together for the greater good. We’re here to help our clients build safe, thriving organizations, and we’re looking for people with a common goal to help us do it.
KPA is seeking a hands-on IT Operations Manager to lead the IT support function while driving operational excellence, process improvement, automation, and technology enablement across the company. The role will directly manage service desk personnel while also owning key operational areas including employee IT operations, vendor management, support tooling, asset lifecycle management, and process improvement initiatives. The ideal candidate is technically capable, service-oriented, highly organized, and excited about improving processes, leveraging automation and AI-assisted tooling, and helping scale IT operations in a collaborative SaaS environment.
Responsibilities:
- Manage, coach, and develop service desk personnel.
- Set expectations for communication, ownership, documentation, professionalism, and follow-through.
- Conduct regular one-on-ones and performance discussions.
- Build a culture of accountability, responsiveness, continuous improvement, and high-quality employee support.
- Develop the service desk team’s troubleshooting, escalation, communication, and technical capabilities.
- Partner with security, DevOps, HR, finance, and other stakeholders to ensure IT work is coordinated, well-communicated, and completed effectively.
- Lead daily service desk operations, escalations, SLA performance, ticket quality, and employee support
- Manage onboarding, offboarding, access requests, equipment lifecycle, and employee IT workflows.
- Serve as the primary escalation point for complex employee-facing IT issues.
- Lead operational IT initiatives such as support platform improvements, collaboration tooling, mobile device lifecycle management, and employee technology rollouts.
- Develop and maintain operational standards, SOPs, support documentation, and knowledge base content.
- Leverage tools and technologies such as PowerShell, Power Automate, APIs, ChatGPT, Claude, or similar automation platforms.
- Own relationships, renewals, and operational coordination with IT vendors, SaaS providers, carriers, and hardware partners.
- Help improve IT asset lifecycle management processes for hardware and software.
Team Leadership
IT Service Delivery & Operations
Qualifications:
- Bachelor’s degree in computer science, information technology, or equivalent experience; certifications such as Microsoft MS-102, MD-102, CompTIA Security+, ITIL Foundation, or similar certifications are a plus.
- 5+ years of experience in IT operations, systems administration, service delivery, or internal IT support.
- 2+ years of team lead or people management experience.
- Ability to independently troubleshoot and resolve moderately complex technical and operational issues across endpoint, SaaS, identity, and employee IT systems.
- Strong experience with Microsoft 365, Entra ID, endpoint management, SaaS administration, and enterprise IT operations.
- Experience managing service desk operations, escalations, vendors, procurement, and operational workflows.
- Experience with PowerShell, APIs, automation platforms, AI-assisted tooling, or workflow automation technologies.
- Solid understanding of networking, security, Azure, endpoint management, and modern cloud-based IT environments.
- Experience supporting SOC 2 audits, security initiatives, or compliance-driven operational processes.
Success Criteria:
- Improve service desk responsiveness, accountability, and consistency.
- Clear escalation paths between support, security, cloud/systems engineering, and DevOps.
- Improve documentation, SOPs, request workflows, and ticket quality.
- Increase visibility into IT performance through useful metrics and reporting.
- Improve vendor, licensing, procurement, and renewal management.
- Help modernize and scale the internal IT support experience for employees across the organization.
Compensation:
- Annual base salary range between $90-110k
- Bonus potential of 15% annually
Physical Requirements:
- Working at a computer typing and view a screen - Constantly
- Stationary sitting or standing - Constantly
- Visual Recognition - Constantly
- Hearing/Listening - Occasionally
- Communicating verbally and/or in writing - Occasionally
- Travel - Seldom
Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Don’t meet every job requirement? At KPA, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
As a growing company KPA values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About KPA
Founded in 1986, KPA is a leading provider of Environment, Health & Safety (EHS), and Workforce Compliance software and consulting services. KPA solutions help clients identify, remedy, and prevent workplace safety and compliance problems across their entire enterprise. The combination of KPA's software, consulting services, and award-winning training content helps organizations minimize risk so they can focus on what's important—their core business.
We are passionate about what we do, how we do and why we do it. Our culture is driven by the KPA core values – Integrity, Helpful, Excellence, Agile, Respectful, and Teamwork. Success will be determined by the capabilities, energy and character of the people we bring into our organization and the performance they achieve.
KPA, with headquarters in Colorado and teammates throughout the United Sates, is recognized as one of Colorado's Best Places to Work to Work by Built In Colorado for 2025, making the list seven years running.
KPA is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Please see our Candidate Privacy Notice here
KPA Westminster, Colorado, USA Office
Our headquarters is located in the CirclePoint Corporate Center in Westminster, right off US 36 between 104th and 112th. Minutes from the Westminster Promenade, a major entertainment and food hub.
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