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Lead IT Support Manager

2 months ago

Denver, Colorado, United States Evolve Full time
Position Overview

At Evolve, we pride ourselves on fostering a dedicated team that is passionate about hospitality. Our mission is to simplify vacation rentals for everyone involved—from our property owners to our guests and the Evolvers who make it all happen. Our core values guide our daily interactions and decisions, ensuring we maintain a culture of inclusivity and growth in the dynamic travel sector.

Role Significance

Reporting directly to the Director of Information Technology Engineering and Security, this pivotal leadership position offers the autonomy and support necessary to enhance the Evolver experience. We encourage a culture of ambition, humility, and enjoyment in our work.

Key Responsibilities

  • Oversee, guide, and inspire a team dedicated to delivering exceptional 24/7 technology support for Evolvers.
  • Manage the in-office technology experience for Evolvers, including conference room setups and workspace support.
  • Lead critical technology initiatives and projects, ensuring timely delivery, budget adherence, and alignment with Evolve's operational philosophies.
  • Establish and monitor ticket priorities and service level agreements (SLAs) to ensure effective performance.
  • Supervise all IT asset management and onboarding/offboarding processes.
  • Act as the primary liaison between the People team, IT, external vendors, and other stakeholders for necessary updates and maintenance.
  • Deliver data-driven reports on helpdesk performance, showcasing improvements in business workflows.
  • Foster a culture of continuous improvement by analyzing ticket trends, promoting self-service options, and refining documentation and procedures.
  • Maintain a relationship with outsourced support staff for after-hours ticket assistance.

Ideal Candidate Profile

  • 8+ years of experience in managing essential technology that enhances employee experience.
  • 3+ years of experience in a leadership role.
  • Strong commitment to data-driven decision-making and optimizing the Evolver experience.
  • Demonstrated urgency and dedication to quality service.
  • Highly organized and detail-oriented, capable of managing multiple priorities effectively.
  • Comfortable navigating ambiguity and shifting priorities in a fast-paced environment.
  • Proven ability to build trust through effective communication and follow-through.
  • Familiarity with applications such as JIRA and Google Workspace.
  • Experience supporting a large user base of over 800 team members.
  • Willingness to learn about new technologies and tools.

Compensation and Benefits

The annual base salary range for this position is $140,000 - $160,000, commensurate with relevant experience. Additionally, this role is eligible for a variable annual bonus based on both company and individual performance.

Comprehensive Benefits

  • Competitive compensation, including equity opportunities for all Evolvers.
  • 401(k) plan with a 4% match that vests immediately.
  • Generous paid parental leave for all parents.
  • Health plans with a fully employer-paid option for individual enrollment.
  • Paid time off, sick leave, and personal holidays to support work-life balance.
  • Access to professional development and learning opportunities.

Company Culture

At Evolve, our core values shape the workplace we aspire to create. We are committed to collaboration, care, and responsibility, and we look forward to the unique contributions you will bring to our team.