IT User Support Manager

Year Round

COLLABORATION | AUTHENTICITY | PURPOSE | EMPOWERMENT

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.

WHAT WE OFFER

• Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
• Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver’s RiNo Art District neighborhood

For information on Alterra Mountain Company’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.

POSITION SUMMARY

As the IT User Support Manager, you will lead all aspects of IT service delivery and manage technical support for Alterra Mountain Company’s corporate office, providing direction and oversight of support resources and ensuring IT services are delivered with excellence. The IT User Support Manager directly manages a team of 3-5 technical systems administrators and systems specialists responsible for new technology deployment, support and issue resolution for hardware and software such as end-user computing, video conferencing, mobile devices, IoT devices, access/identity management, and network equipment and is a hands-on technical expert.

The IT User Support Manager for Alterra’s headquarters is the face of IT for Shared Services employees located in Denver and across North America, and is responsible for service delivery, escalation and handoff in collaboration with other business facing support teams such as Enterprise Applications and Resort Applications. Additionally, this position requires extensive interaction with Alterra Mountain Company’s executive leadership team, ensuring excellent service delivery and support in a dynamic environment.

This person is also responsible for leading enterprise-wide working groups focused on analyzing common user support requirements, processes, standards, and championing new solutions for continually improving service efficiency and effectiveness. In this capacity, you will ensure that corporate technology aligns with defined architecture and engineering standards and performs to established service levels, and that common standards are defined and leveraged across sites.

Additionally, the IT User Support Manager is accountable for staffing, professional development/performance, and technology budgets/financial administration related to Shared Services IT Operations, including all relevant vendor contracts and expenditure. This person is responsible for establishing and monitoring KPIs that measure department performance against defined SLAs and financial performance.

This role involves collaboration and engagement with team members, colleagues, and our executive leadership team. The expectation is that this role will be present in the office 3 to 5 days per week, with flexibility depending on support demands.

ESSENTIAL DUTIES

General Responsibilities

• Direct, coach, mentor, train, and develop employees within the Denver-based corporate IT User Support/Operations team. Recommend staffing levels, resources and set priorities for the department.

• Manage overall team performance to SLAs, and individual staff performance to measurable goals and objectives with an emphasis on continual improvement in operational efficiency achieved through process and technology configuration standardization, consistency, automation, common platforms, rigorous documentation, and excellent communication.

• Lead the department in the delivery of 24/7 end-user services supporting corporate desktops, laptops, mobile devices, network infrastructure, audio/video conferencing technology, Microsoft Office 365/Outlook/Teams/VoIP telephony, and other corporate applications and services, measurable through mean time to response/resolution, first-touch resolution rates, customer satisfaction surveys, and other ticket-based metrics.

• Act as a point of IT issue escalation for Shared Services team members, and escalation of critical incidents within Enterprise Infrastructure & Operations

• Manage multiple high priority initiatives in a fast-paced environment

• Collaborate with HR and corporate office department heads to plan, budget, procure and deploy new technology related to company growth and new hires – Ensure that IT hardware, software, and associated accounts/access are provisioned and deprovisioned in a timely manner

• Plan and oversee annual technology refresh roadmaps including budgetary planning and financial management.

• Collaborate with other IT Operations managers at resort locations to define enterprise endpoint device standards, vendor negotiation of volume pricing and sourcing, and ensure adoption of these standards across Alterra locations

• Lead matrixed working groups focused on business-facing IT service functions and operational standardization across all Alterra locations.

• Maintain a detailed inventory for Shared Services IT assets

• Manage software licensing, support renewal contracts and budget for applications used by both corporate office employees as well as Alterra resort functions

• Provide white-glove service delivery for Alterra Mountain Company’s executive leadership team

• Act as intermediary and facilitator to help resolve ongoing and/or complex technical issues that span multiple departments across One IT.

• Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunity exists.

• Create team goals that align with the Information Technology (IT) and Infrastructure strategies

• Provide night and weekend support as needed to support the business

• This job description is an overview of the scope of responsibilities and is not intended to be an exhaustive list of job tasks and expectations. With the evolution of this company and position, the responsibilities of this position may change.

REQUIRED QUALIFICATIONS

• 5-7 years relevant experience with progression through more complex environments and breadth of functional and supervisory responsibility.

• 2-4 years of supervisory/managerial experience

• Track record of exemplary customer service and collaboration, with specific experience in executive level interaction and finesse. 

• Expert-level knowledge and experience managing Windows PC and Mac laptop and desktop computers in an enterprise Active Directory domain environment, including system deployment/imaging/patching automation leveraging SCCM/OSD/Jamf/Intune platforms.

• Demonstrated success in managing service delivery and excellent technical support for a remote workforce.

• Advanced knowledge and experience managing Active Directory users, computers, and security groups.

• Advanced knowledge of Active Directory OU structure, Group Policy, object attributes, Entra ID integration, managing user access within a multi-forest/multi-domain-trust environment, and modern authentication methods to Entra ID

• Experience with network infrastructure including enterprise WiFi, wired/ethernet switching and cabling, and working knowledge of IP addressing, subnets, VLANs, firewalls, routers and SD-WAN concepts

• Working knowledge of foundational services and protocols including DNS, DHCP, RADIUS, WPA2, HTTP/HTTPS, SMB, IPSec, to name a few

• Advanced understanding of Microsoft Office suite function and management at scale, including Office365 (Word, Excel, Outlook, OneDrive, SharePoint, Teams) licensing, configuration management.

• Advanced knowledge and experience managing user file shares, file services, and related technologies

• Advanced knowledge of enterprise video conferencing specifically based on Microsoft Teams, including conference room technology such as Teams Room Systems and various OEM hardware platforms.

• Experience with computer room / data center racking, cabling, power, and basic device trouble shooting.

• Proficient in communicating technical information to non-technical audiences

• Team leadership and experience in providing mentorship, performance feedback, and communicating results and areas for improvement all while leading by example.

• Broad experience and passion for structured IT Service Management including service definition, establishing and measuring SLA’s, and continual service improvement.

• Understanding of IT Security and compliance principles and best practices

• Experience with scripting languages including PowerShell

• Experience with IT operating budgets, procurement processes, accounts payable.

• Familiarity with Microsoft CA/PKI (certificate) services, multi-factor authentication (MS AAD MFA, O365)

• Familiarity with remote access methods such as Citrix and VPN clients

• Professional/lived experience working in a culturally competent manner with a diverse range of people.

EDUCATION REQUIREMENTS

• Bachelor’s Degree or equivalent experience and certifications in CS, EE, CIS or other related field

• ITIL v3 or v4 Foundations Certification or equivalent demonstrable ITSM experience is required

The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of the Company’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Denver area base salary range: $100,000 to $140,000 per year

Application Deadline: This position is open and still accepting applications.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

Alterra Mountain Company and its affiliates are equal opportunity employers.