Manager, IT Helpdesk (1811)
15 days ago
Denver
Job Description About Coresite At CoreSite, we empower a more connected future through high-performance data centers and interconnection solutions. Recognized as a trusted partner in digital transformation, our strategically located facilities and innovative services enable businesses to connect, collaborate, and grow in an ever-evolving technological landscape. Our culture is defined by operational excellence and a relentless drive for innovation. We foster a collaborative environment where every team member is valued, wins are celebrated as a team, and ownership is part of our DNA. At CoreSite, we’re not just building state-of-the-art infrastructure—we’re creating a community of forward-thinkers committed to solving complex challenges and delivering exceptional customer experiences. At CoreSite not only are we Committed to Excellence, but we also Build Connections, Own It, Do the Right Thing, Have Fun, and Win as a Team. Join us and be part of a team that is shaping the future of digital infrastructure while nurturing your professional growth and success. Manager, IT Helpdesk: As a member of the company’s Operations Information Technology (“IT”) team, the Manager, IT Helpdesk leads and coordinates the Tier 1 helpdesk function that supports CoreSite’s end-user community. The Manager ensures high-quality customer service delivery through effective ticket management, queue monitoring, and proactive communications. The Manager serves as the first line of leadership within the IT support structure, overseeing day-to-day helpdesk operations to ensure incidents and service requests are properly logged, prioritized, routed, and resolved within established service-level agreements (“SLAs”). The Manager drives operational excellence and customer satisfaction through strong technical expertise, effective team leadership, and a customer-first approach that ensures reliable, efficient, high-quality support delivery. The Manager collaborates cross-functionally with both the Technical Support, Systems and Network teams, as well as with the broader InfoSec organization, to ensure seamless escalation handling, knowledge sharing, and continuous process improvement. Duties: • 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. Knowledge, Skills, and Abilities: • 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. Education/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. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the job’s essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the job’s duties, the employee is occasionally required to stand, walk, sit, use hands to handle or feel objects, reach with hands and arms, climb stairs, balance, stoop or kneel, talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Ability to travel is required. Compensation: Compensation for this role includes a base salary between $98,000 and $113,200 annually. This role is also eligible for an annual bonus and equity, based upon individual and company performance. Posting Timeline: This position is expected to be posted through December 17, 2025. Benefits Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week! • 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 Additional Perks: • 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 General Statements - Applicants must be currently authorized to work in the United States on a full-time basis. The employer will not sponsor applicants for work visas. Please note that all offers of employment are contingent upon the successful completion of a background check and, where permitted by law, a 5-panel drug test conducted after the offer letter is signed, which will screen for THC, opiates, PCP, cocaine, and amphetamines. Thank you for your understanding and cooperation. Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we’re providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to . Unauthorized reproduction or distribution of this job posting on external sites is prohibited without prior written consent from CoreSite. We are not responsible for any postings or offers not originating from our official channels or approved partners.
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