Service Desk Manager, Tier II

As a leading Technology Service Provider (TSP) in Colorado, Go West IT is the trusted guide to the digital frontier. Our mission is to help companies benefit from technology by expertly guiding them to opportunities and protecting them from harm. We do this by providing a team of trusted guides with the knowledge, skills, and expertise needed to navigate this constantly changing landscape. Our entire team is continually building their knowledge base, keeping us ahead of the technology curve and helping us succeed in our mission.

The Tier II Service Desk Manager role requires an individual with a demonstrated ability for critical thinking to provide exceptional service to our fast-growing client base. Reporting to the President, this position facilitates the success and development of the Tier II Support Specialist team, ensures that our clients continue to receive the highest quality of service, and serves as a senior technical resource on key issue resolution.

What you can expect from us:

• Opportunity to be an integral part of a Technology Service Provider on the forefront of technical innovation, known for extraordinary results
• A fast-paced environment where each day brings new challenges, opportunities, and exposure to the latest business technologies
• Direct support and mentorship from senior leadership, with a forum for input and feedback
• Empowerment with the authority and resources to lead the professional development of your team members
• Educational assistance program, including days off, to pursue certifications or education that can advance your career
• A flexible, hybrid work schedule (including remote days)
• A generous employee recognition and rewards program
• Competitive annual salary range of $85,000-$120,000 with comprehensive benefits: paid time off, medical, dental, vision, life, disability, and 401K with employer match

What we will expect from you:

• Effective leadership, management, and accountability for Tier II Service Desk team members
• Professional, solution-minded, and approachable demeanor with strong relational skills and the ability to build strong business relationships internally and externally
• Consistent demonstration of Go West Core Values: Caring, Constant Improvement, Critical Thinking, Execution, and Willingness—and fostering these values within your team
• Active participation in weekly meetings to review issues, KPIs, and drive progress on objectives
• Ensuring service quality, accuracy, timeliness, and proper documentation across Tier II Service Desk operations
• Security-conscious, detail-focused, and highly organized with a strong appreciation for processes and documentation
• Confidence and ability to apply critical thinking when evaluating customer service against policy and process
• Effective coaching, mentoring, and skill development of team members (training, shadowing, feedback)
• Responsiveness with the ability to prioritize, pivot, and address the needs of both Go West and its clients
• Ongoing development of technical skills through research, learning, and certifications

What you will be doing:

• Serve as an escalation point for Tier I and Tier II team members on technical and service-related issues
• Provide technical escalation triage and troubleshooting, collaborating with higher-tier engineering teams to ensure optimal SLA delivery
• Create visibility for ticket assignments, escalations, and billing accuracy through review and feedback processes
• Lead team development through mentorship, training, and shadowing
• Set realistic performance expectations for Service Desk team members and ensure effective utilization
• Communicate company, client, process, and industry updates to the Tier II Service Desk team
• Remotely support IT solutions for clients via phone, email, and RMM platform
• Educate and advise end users on applications, processes, and best practices
• Manage business hardware, OS optimization, VPN setups, Active Directory/Azure AD, M365, and related systems
• Interact with 3rd-party vendors and coordinate escalations as needed
• Document client environments, processes, and credentials thoroughly
• Review accurate and timely billable labor entries for end-of-month invoicing
• Provide high-level operational and managerial support, with other duties as assigned by the President

Qualifications we require from you:

• Authorization to work in the United States
• Minimum of 5 years in an IT role
• Minimum of 2 years in a managerial, supervisor, or leadership role
• CompTIA Net+ certification and/or applicable industry certifications
• FCF and FCA certifications a plus
• MCP certification or equivalent preferred

Preferred skills from you:

Proficiency in the following:

• Windows Server (On-premises, cloud, and virtual)
• Active Directory, Azure AD, and Intune/MDM Management
• Microsoft 365, SharePoint, Exchange, and Teams
• Security (i.e., Microsoft Security and Compliance Center)
• Consulting/Client Communication
• System Administration
• Solid understanding of OSI Model framework and Core Network troubleshooting
• Soft Skills – Strong relational skills and mentorship with team members

Encouraged, but not required:

• Experience with Linux, Mac, SQL administration, or telephony
• ITIL 4 Foundation Certification, or willingness to acquire in the first 90 days
• Industry Certifications (i.e. AZ-900, MS-900, SC-900)

Application deadline: 10/20/2025