Hybrid IT Helpdesk Manager

at CoreSite

• Job title: IT Helpdesk Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $98,000 - $113,200 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Denver, United States

About the role

• Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.

Responsibilities

• Manage daily Tier 1 helpdesk operations and ticket queue performance.
• Review, assign, and monitor incoming tickets to ensure accurate categorization, prioritization, and routing.
• Oversee the helpdesk phone queue to ensure calls are answered promptly and handled with professionalism, maintaining appropriate coverage throughout business hours.
• Maintain SLA compliance by tracking response and resolution times and escalating issues as needed.
• Supervise, coach, and mentor helpdesk staff to ensure excellent customer support and technical accuracy.
• Serve as the primary escalation point for Tier 1 issues before elevating to higher support tiers.
• Provide ongoing performance feedback and assist with training and developing staff.
• Review, maintain, and improve ServiceNow processes related to helpdesk ticket handling, workflows, and support automation; collaborate with IT leaders to implement efficiencies and self-service enhancements.
• Provide first-level support for printers, multifunction devices, and audio/visual systems, including meeting room technology, conference equipment, and related connectivities.
• Assist with audit activities by gathering documentation, ticket data, and system information as required to support compliance and IT governance initiatives.
• Serve as a second set of eyes for quality assurance by reviewing helpdesk tickets, documentation, and communication to identify and correct errors, ensure accuracy, and maintain service standards.
• Develop and maintain helpdesk documentation and knowledge base content to ensure consistent, accurate, and efficient issue resolutions for Tier 1 support and end users.
• Review recurring incidents and collaborate with other IT teams to identify root causes and process improvements.
• Maintain clear and timely communication with users, ensuring expectations are set and updates are delivered.
• Generate and analyze reports on ticket metrics, service performance, and customer satisfaction.
• Ensure proper documentation and adherence to IT policies and standards.
• Perform other duties and special projects as assigned.
• Promote and demonstrate behaviors consistent with CoreSite’s culture and core values.

Requirements

• Ability to thrive in a hybrid work environment with at least two onsite days per week, during standard business hours, with the ability to assist with changes or maintenance activities occurring during nights or weekends.
• Flexibility to travel up to 10% of the time, with the potential for increased travel or in-office presence as business needs evolve.
• Strong understanding of IT helpdesk operations, workflows, and ticketing systems (e.g., ServiceNow or equivalent).
• Ability to manage, motivate, and develop support staff in a fast-paced, customer-focused environment.
• Excellent verbal and written communication skills with a strong commitment to delivering exceptional customer service and building positive user relationships.
• Skilled at prioritizing and managing multiple requests while maintaining composure and professionalism under pressure.
• Strong analytical and organizational skills with attention to detail and a focus on service quality.
• Ability to identify customers’ needs, analyze recurring issues, and implement process improvements that enhance the end-user experience.
• Bachelor’s degree in a relevant field or equivalent work experience.
• 5+ years of IT support experience, with at least 2+ years in a helpdesk leadership or team-lead role preferred.
• Information Technology Infrastructure Library certification or related service management training preferred.
• Microsoft 365, Windows 10/11, and standard enterprise productivity and collaboration tools experience.
• Knowledgeable in Active Directory administration, remote desktop support, and multi-factor authentication platforms.
• Proficient in IT service management platforms such as ServiceNow or Jira for ticket management and team coordination.

Benefits

• First-day medical insurance through Cigna with generous premium cost coverage
• Dental insurance through Delta Dental
• Vision insurance through VSP
• Telemedicine through MDLive for Cigna
• Healthcare and dependent care flexible spending account (FSA) plans
• Health saving account (HSA) plans for employees participating in the High Deductible Health Plan
• Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company
• Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance
• First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution with a 5% company match
• Discretionary annual bonus and equity incentive plan
• Employee stock purchase plan (ESPP) with a 15% discount
• 16 days of paid time off (PTO), 11 paid company holidays, and additional floating holidays
• Additional paid time off for school events, elder care, volunteering, bereavement, jury duty, voting, parental leave, and disability leave
• Free parking or a company contribution toward a public transit pass
• Wellness Reimbursement Program: Yearly stipend of $500 for employees and $300 for dependents, up to $800 total for the family
• Wellness Incentive Program: Participate in various wellbeing activities to earn up to $450 per year in cash incentives
• Technology Stipend: $100 monthly stipend
• Educational Reimbursement Program: Work-related learning and development with reimbursement on qualifying degree programs, up to $5,250 per year
• Giving Back: Charitable donation matches up to $5,000 per year and nominate organizations for Company Foundation grants
• Financial Management: Access to financial coaching, digital tools, and services to manage and pay student loan debt quicker
• Pet Insurance: Keep your furry friends healthy and happy
• Family Planning: Benefits and services related to fertility, pregnancy, menopause, adoption and surrogacy
• Employee Assistance Program: 24x7 service to support family, work, money, health, legal and life challenges
• Counseling and Caregiving Programs: Including access to mental health services, licensed counselors, and caregiving tools including membership for finding care
• Referral Bonus: Receive a $3,000 cash bonus if referred candidate is hired and meets eligibility requirements
• Discounts: Discounts, cash back offers, and perks on thousands of brands
• LinkedIn Learning Membership: Support your development when accessing LinkedIn’s online library of courses and videos