Job Description

Date Posted:
5/3/2022
Location:
Corporate
City:
Avon
State:
CO
Country:
United States of America
Category:
Administrative and Support

Description

East West is looking for an IT Help Desk Manager to join our team in Avon, CO. The IT Help Desk Manager’s primary objective is to promptly resolve technology issues that are reported through the ticketing system. The position requires a hands-on technical leader who is responsible for delivering a strong support experience for East West Clients. The manager is expected to get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead their team to meet or exceed performance expectations. 

Responsibilities Include:

  • Manages all Help Desk operations with the support of 6 help desk agents, across various company locations across the US.
  • Use our help desk platform to ensure all customer machines have up to date patches, backups, and A/V scans.
  • Hands on when solving issues to ensure clients are receiving optimal support
  • Plans, prioritizes, and schedules help desk responses to ensure issues are resolved in the minimum amount of time.
  • Provides basic training to end users as needed.
  • Successfully delivers services and projects supporting the business both on time and within budget.
  • Maintains database of common problems, processes and creates appropriate documentation for new projects, and solutions.
  • Recruits, trains and supports internal help desk technicians locally and remotely.
  • Responsible for leading the technical support team to provide excellent customer service and resolve all technical issues.
  • Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
  • Develop daily, weekly and monthly reports on help desk team’s productivity.

Location: Corporate Office - Avon, CO

Start Date: ASAP

Employment Status: Full Time, Year Round

Pay Rate: $60k - $75k/ year DOE

Minimum Requirements

  • Proven analytical and problem-solving abilities.
  • 3-5 years sales experience with customer facing support.
  • 3 years’ experience troubleshooting Windows and Mac OS.
  • Solid technical background with an ability to give clear and easy instructions to a non-technical audience.
  • Customer-service oriented with a problem-solving attitude.
  • Excellent written and verbal communications skills.
  • Team management skills.
  • Must be fully vaccinated against the COVID-19 virus and provide evidence of full vaccination status to East West.

Benefits & Perks:

  • Health Insurance - Choose from three plans!
  • Dental, Vision, Life, Accident & Pet Insurance
  • $1000 Wellness Bonus / year
  • 401(K) Plan with Employer Match
  • Paid Time Off & Paid Sick Time
  • Career Development Trainings
  • Discounted Gym Membership at The Athletic Club Westin
  • Discounts at Eye Pieces & Venture Sports
  • Sabbatical Program
  • $500 Referral Program
  • Employee Assistance Program

Why East West Hospitality:

At East West Hospitality our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve.

Our mission is to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong. That starts by living true to our core value, Embracing Diversity. These principles are always top of mind and are never in question.

WE BELIEVE

  • We believe racism, discrimination and acts of violence are intolerable.
  • We believe that being unique is powerful.
  • We believe inclusion and diversity are integral ingredients to progress.

WE WILL

  • We will actively pursue diversity and inclusion.
  • We will commit resources to new and existing initiatives.
  • We will listen and create opportunities for all voices to be heard to inspire positive change.

We hope you’ll consider joining us! Visit our website to learn more about East West at jobs.eastwest.com/culture.

    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

    Apply Online