IT Service Desk Manager

IT Service Desk Manager

We are looking for an IT Service Desk Manager with experience managing vital infrastructure environments to join our growing Copper Mountain IT Team. This person will be a key role in growing technology professionals that are driving a strategic technology infrastructure transformation. If you love the outdoors, are an experienced IT Service Desk Manager, and are passionate about the future of best-in-class workloads, this could be the perfect job for you. The perks of being a part of the ski industry are numerous. We are also an organization focused on technology innovation and change. We want to dramatically enhance our technology capabilities in the next couple of years.

Compensation: Proposed hiring rate of $2,923.08 to $3,215.38+ biweekly amount, actual pay will be adjusted based on experience.

Benefits: This position is eligible to enroll in company subsidized medical, dental, vision, flexible spending, HSA, life/disability options; season pass for employees/dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.

Essential Duties and Responsibilities:

• Oversee the team that will harden, configure, and maintain Windows Servers, Active Directory and Group Policy.
• Monitor system performance and troubleshoot issues.
• Oversee the network infrastructure configuration and troubleshooting operations within Copper's environment.
• Assist with capacity and infrastructure planning and system performance optimization.
• Document best practices and administer Office 365 including Exchange Online, OneDrive, SharePoint and Azure Active Directory.
• Assist with the design, build, and maintenance of servers, virtual environments, server templates, and systems to meet business needs.
• Serve as escalation point for Level I helpdesk on systems and server related issues.
• Excellent customer service skills and communication. Work with internal ticketing system to meet established SLAs and assist internal customers
• Work collaboratively with other teams and peers at all POWDR resorts and properties

Management Responsibilities:

• Strives to create the best employment experience possible.
• Participates in company events throughout the year. Takes an active role in understanding and becoming involved in the operations of Copper Mountain Resort. Develops strong working relationship with company management and learns operational areas to best serve the resort.
• Promotes the efforts of the IT department and strives for continuous improvements.
• Is positive and supportive, energetic, enthusiastic, and motivated. Leads by example.
• Understands and maintains the strictest of confidentiality with regard to information pertaining to Copper Mountain Resort and Powdr.
• Select and train all Direct Reports.
• Motivate/manage/counsel/support/coach direct reports
• Assist these individuals in the creation of goals and objectives, which support the goals and objectives of Copper, and the Finance department.
• Provide feedback to direct reports. Conduct annual performance reviews. Give formal and informal feedback on performance. Recognize and reward exceptional performance. Conduct 1-on-1's with direct reports on a bi-weekly basis.
• Ensure staff upholds and adheres to all company policies and procedures.
• Communicate information with staff to ensure knowledge of resort activities, events, and changes.

Guest Service Duties:

• Participates in the company's Front Line Assist and staff draft programs.

Other Duties as Assigned:

• This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of POWDR-Copper, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.
• Functions as an ambassador of Copper Mountain, modeling and sharing the Copper "culture" with our guests and employees. Upholds the most professional image. Continually strives to exceed our guest's expectations and create memories for our guests and staff.
• All Leadership team members are expected to participate in the company's Front Line Assist program to assist in operations as needed, as well as to participate in Leadership events such as meetings, required trainings, and participating in employee dinners/events

Supervisory Responsibilities:

• Number of employees supervised: up to 3
• Positions Supervised: IT Support Services Levels 1-3
• Responsible for: Scheduling and assigning work, training, disciplinary actions, performance reviews, and hiring/termination

Personal Attributes:

• Is honest and has the highest integrity
• Is able to handle and manage confidential information
• Professional appearance. Adheres to all grooming guidelines
• Follows established policies and procedures
• Is supportive of Core Values
• Sets the example for others and is above reproach
• Is comfortable to challenge established policies and procedures, but once established, is supportive of those rules.
• Is organized in tasks. Sees projects through to the finish. Has good follow-through and makes it a habit of getting back to people on issues.
• Can handle fast paced, potentially high-pressure environment
• Is flexible with hours and days of work
• Is able to work any hours of the day, any days of the week
• Prioritizes and re-prioritizes personal time and work, to have good balance in life

Basic Requirements:

• Must be able to lift and carry items up to 50 lbs.
• Due to the sensitive nature of this position, a criminal background check will be conducted after position is accepted. This background check will be done in accordance with standards enacted under the Fair Credit Reporting Act.
• Must have a valid US Driver's License
• High School degree or equivalent
• Bending, reaching, climbing
• Pushing/Pulling
• Prolonged standing
• Confined sitting
• Eye/hand coordination
• Visual concentration on equipment
• Concentrated reading and writing
• Rapid reaction to physical changes (operating equipment)
• Peripheral, color, and depth vision
• Extended periods of outdoor exposure
• Extreme cold
• Extreme heat and sun exposure
• Variation in temperature from hot to cold

Preferred Experience and Special Skills:

• Strong leadership ability with an emphasis on mentoring and team development.
• Eager, quick, life-long learner with a desire to constantly improve.
• Minimum 5 years of experience managing Windows Server environments including maintenance, patching, automation, disaster recovery and implementing security practices.
• Ability to plan, budget, prioritize, and deliver multiple parallel project initiatives.
• Experience with Office365 and Azure Active Directory administration.
• Proven competency in virtualized infrastructure environments including VMWare, Nutanix, Docker/Kubernetes, AWS, or Azure.
• Comfortable executing scripting languages, making minor customizations and writing basic scripts to drive standardization and automation.
• Familiar with Linux administration and management.
• Experience with domain migration projects including ADMT migrations, AD LDS, and LDAP.
• Experience with SAML 2.0 and cloud SSO providers such as Azure AD Premium, Auth0, Okta, or ADFS.
• Effective communication skills with the ability to explain complex initiatives to business users.
• B.S. degree in Computer Science, Information Technology, or equivalent experience.
• Leadership and management of a diverse team with a proven track record of developing others.
• Direct experience migrating local exchange/active directory to Office 365 and working in a hybrid O365 environment.
• Experience with DevOps principles, automation, and infrastructure