Senior IT Helpdesk Manager Denver, CO Remote; IT

T3 Services Group is a national home services organization with locations across the U.S., providing Plumbing, Drains, HVAC, and Electrical services to residential customers. Our business is powered by phenomenal teammates who take pride in delivering 5-star service on every call. Behind the scenes, our call center agents, dispatchers, coordinators, and administrative teams keep operations running smoothly and efficiently.

Technology plays a critical role in supporting both our field teams and corporate operations. If you’re passionate about systems, strategy, and driving real operational impact, this is your opportunity to lead at a high level and shape how IT enables the business.

The Senior IT Helpdesk Manager leads and scales IT support operations across the organization to deliver reliable, responsive, and high-quality technical service enterprise-wide. This role oversees internal IT operations as well as managed service providers, ensuring strong service delivery, operational discipline, and alignment with business objectives.

This leader combines deep technical knowledge with strong operational leadership and team development skills. You’ll drive continuous improvement, strengthen cross-functional partnerships, and build a high-performing support organization that enables growth across multiple brands and locations.

401(k) with Company Match

Paid Time Off & Paid Holidays

Paid Wellness Time

Growth opportunities within a rapidly expanding national organization

Collaborative leadership team that values innovation and operational excellence

Lead, mentor, and develop Helpdesk Team Leads and support staff

Establish clear performance expectations, KPIs, and service standards

Conduct performance evaluations, coaching sessions, and career development planning

Foster a culture of accountability, collaboration, and service excellence

Support succession planning and leadership pipeline development

Oversee day-to-day IT support operations, including ticket queues, escalations, and service requests

Ensure SLA compliance and actively monitor service performance metrics

Develop and maintain incident management and escalation protocols

Optimize workflows to improve efficiency and reduce recurring issues

Lead coordination during high-severity incidents

Analyze ticket trends and implement proactive solutions

Develop and refine IT support processes, documentation, and knowledge bases

Drive automation, standardization, and self-service initiatives

Partner with business intelligence teams, vendors, and managed service providers to advance IT service maturity

Contribute to budget planning and resource forecasting

Ensure adherence to company policies, IT security standards, and regulatory requirements

Maintain accurate documentation of procedures and technical environments

Support internal and external audit activities

High School Diploma or GED required

Bachelor’s degree in Computer Science, Information Technology, or related field preferred

Relevant work experience may substitute for formal education

5+ years of IT support experience, including at least 2 years in a leadership role

Proven experience managing Helpdesk teams in a multi-site or enterprise environment

Demonstrated expertise in:

Exchange Online administration

Microsoft Teams management

SharePoint permissions and governance

Microsoft 365 licensing structures

Demonstrated success improving SLAs and service performance metrics

Experience supporting distributed or field-based work forces

Understanding of telephony systems and business communication requirements

Strong knowledge of IT security best practices, policies, and procedures

Proficient in Microsoft Office tools

Comfortable working across multiple systems and platforms

Experience with device management platforms

Experience working in cloud-hosted environments