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Internal IT Support Manager

| Greater Denver Area
The Internal IT Support Manager is responsible for the overall planning, organizing, execution of IT services within Pax8. This position involves managing support engineers to ensure day-to-day incidents/requests are completed in line with ITIL standards and within budget. The internal IT support manager is responsible for maintaining the skills/knowledge of the IT support team and deliver excellent service across Pax8 business units.
The goal of the internal IT manager is to drive efficiency and enhance productivity across the team, also evaluate existing tools/systems and recommend new systems and software to drive efficiency and compliance within Pax8.
Job Description:
The Internal IT support manger is responsible for day-to-day operations of our internal computer systems and network, ensuring 24x7 operations of systems and when problems arise, effectively and efficiently determine the appropriate corrective action and restore service. The internal IT support manager needs to evaluate and gain a complete understanding of our internal systems and provide recommendations for end of life systems. The internal IT support manager must have exceptional leadership and problem-solving skills, and possess outstanding communication with senior management, vendors, and internal teams. They should also be self-starter who are flexible and work well with upper management and Pax8 employees.

Responsibilities

  • Direct and manage internal support technicians
  • Prioritize IT related problems and escalate within the as necessary
  • Assign problems/incidents to support technicians
  • Analyze and monitor internal systems and identify systems that could be a risk to our business operations
  • Evaluate workload and determine resources needed to maintain business efficiency
  • Follow up with senior management and gauge their satisfaction with technical support services and implement corrective action as needed
  • Direct management of internal technical support team and identify training needs and develop and career plan for team members.
  • Manage break-fix support on internal systems
  • Measure support services and achieve service restoration SLA’s
  • Define, prioritize, and resolve all support requests in an organized, efficient and productive manor
  • Create and maintain system and network documentation.
  • Coordinate IT projects and manage resources 
  • Establish a strong relationship with our product vendors
  • Advise and build an ITIL support structure and documents ITIL standards and procedures
  • Monitor technical project deliverables and provide recommendations to senior management

Skills and Job Related Experience:

  • Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
  • Proven working experience as an IT support manager with experience managing support engineers
  • Excellent knowledge of system triage, information analysis and of computer hardware/software systems.
  • Hands-on experience with computer networks, network administration, system migrations
  • Ability to communicate professionally by phone, email or in person
  • A self-directed go getter who can lead projects
  • Maintain a strong relationship with product vendors
  • Must be customer service oriented and work well in a team and encourage collaboration across all teams.
  • Demonstrate a technical knowledge of network topology, operating systems, protocols, and system integration.
  • Excellent technical troubleshooting skills
  • Strong analytical and organizational skills
  • Experienced analyzing project scope and preparing project plans
  • Track deliverables and manage to budgets
  • Experience creating and maintaining IT configuration and knowledgebase documentation.
  • Be a technical lead for ITIL standards and compliance

Qualifications

  • B.S. degree in Information Systems, Engineering or Computer science
  • 5+ years relevant experience managing IT support teams or similar experience in lead technical support role
  • MCSA or RHCSA certifications (preferred)
  • MS Office suite (including MS Project and advance Excel skills) and Sharepoint
  • Project Management certified (optional)
  • ITIL foundation certification
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • GroovyLanguages
    • vue.jsLanguages
    • DockerLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • GrailsFrameworks
    • SpringMVCFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • ElasticsearchDatabases

Location

Located right next to the Landmark town center, we have great access to restaurants and entertainment venues and commuter options!

An Insider's view of Pax8

What’s the vibe like in the office?

The best way to describe the Pax8's vibe is that it’s a refreshing exception. I couldn’t be more grateful to work in a sales environment where your co-workers are just as excited, if not more excited, to acknowledge and celebrate your efforts in moments of success!

Jordan

Cloud Solutions Advisor

How do you collaborate with other teams in the company?

At Pax8, we believe team collaboration is key in helping us reach our company goals in an effective and efficient manner. As a member of the development team, we work with multiple departments to create functionality on our website and on our cloud marketplace application so that our software is the best in the industry.

Brad

Software Developer

What are Pax8 Perks + Benefits

Pax8 Benefits Overview

From health and wellness, to lifestyle clubs, to drinks and snacks. Pax8 has you covered!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Our pet insurance policy covers up to 90% of out of pocket expenses.
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Take advantage of stock options after a year of tenure!
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
Pax8 hosts annual Family Picnic's and one hell of a Holiday Party!
Vacation & Time Off Benefits
Generous PTO
We have an Open PTO Policy. We don't accrue PTO days here, we don't count them against you.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Enjoy some suds from local breweries delivered weekly!
Casual Dress
Commuter Benefits
ECO-Pass
Company Outings
Stocked Kitchen
Pax Snacks!
Some Meals Provided
Happy Hours
Parking
Subsidized parking and free parking at our new location!
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program.

Additional Perks + Benefits

What makes our perks extra special is that they are continuously evolving. Pax8 believes in listening closely to our team and adapting our benefits to best suit our teammates. We have added so many exciting new perks in the last year alone!

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