IT Support Operations Lead

Overview

Join the Xanterra Travel Collection team:

Xanterra Travel Collection is a premier group of travel and leisure businesses with a focus on sustainability and exceptional service. Headquartered in Greenwood Village, Colorado, we operate iconic properties and services in stunning locations worldwide, including lodging, food and beverage, Windstar Cruises, short-line railroads, and adventure travel. We are dedicated to creating unforgettable experiences for our guests and providing transformative career opportunities for our team members.

We are currently seeking a detail-oriented and driven professional to be a member of our IT Helpdesk Team
. As an IT Support Operations Lead
, you will be responsible for supporting the technical aspects of employees and contractor life cycle management for our organization. Also contributing to advanced support roles within the IT Service Desk areas. This will include developing, implementing, and supporting strategies for use in a 24x7 support environment. We are building a Service Delivery/Network Operations Center to strengthen Xanterra’s operational resilience through continuous monitoring, timely escalation, and centralized coordination of major technology incidents.

The ideal candidate will bring strong IT support experience, knowledge of network and server infrastructure, and sound critical thinking skills.

If you thrive in quieter hours, enjoy working independently, and like being the steady presence that keeps things running safely while the world sleeps, this could be the perfect fit. This (2nd Shift) team member plays a vital role in ensuring service continuity. Whether you have previous overnight experience or are looking to transition into a 2nd-shift schedule, we’d love to hear from you!

This is an office, non-hybrid desk position with occasional ‘face to face’ on-hand support with employees as well as support calls with remote team members and employees.

• Available for 2nd shift / after business hours, in office.
• Work with management to hire additional talent when needed.
• Work with junior IT members for technical guidance and support on their tasks.
• Provision (or de-provision) of access to key systems and transition tasks for new, transferring and terminated employees.
• Assist in maintaining and enhancement of automated onboarding processes through Active Directory, Service Now and other associated platforms.
• Proactively monitor Service Now KPIs, assignments and SLAa across the enterprise.
• Provide education of the Information Technology section and tasks of the Employee Handbook which guides the onboarding experience for all new employees.
• Work with the IT Helpdesk for the provisioning of hardware for new employees. Work with employee managers and/or HR to recover deployed assets for reuse.
• Assist in onboarding via in-person or remote communication (Email, MS Teams or Ring Central meetings.)
• Understand technology issues and proactively work on root cause analysis (RCA) and problem elimination for a positive employee experience.
• Develop and update run books across the IT Operations.
• Support Windows and Apple MAC systems, along with day-to-day business applications that are installed on these machines.
• Work with business stakeholders to support processes for employee lifecycle events and tasks. Identify process improvements and assist in the implementation of process changes and improvements. Partner with business and technology stakeholders to improve systems operations monitoring in a 24x7 support environment.
• Other Service Desk tasks as assigned.

• Education/
  
  Experience:
  
  Bachelor's degree in Information Technology. Equivalent work experience and/or specialized certifications can substitute for formal education. 5-7 years…