IT Help Desk Manager at Stored Energy Systems

Longmont, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

126000.0

Posted On

07 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Management, Technical Support, Leadership, Communication, Ticket Triage, Resource Allocation, Help Desk Software, Active Directory, Office 365, Networking Fundamentals, End-User Device Management

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Who We Are Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our web site at www.sens-usa.com [http://www.sens-usa.com/]. Summary We are seeking an experienced IT Help Desk Manager to build and lead our IT support operations and ensure the smooth delivery of technical assistance across the organization. This role requires a proactive, hands-on leader with a strong technical background and proven experience managing a multi-level support team (Levels 1–3). The ideal candidate will thrive in a fast-paced environment and be passionate about driving excellent service and efficient issue resolution. Responsibilities * Build, lead, and manage the daily operations of the Help Desk, including staffing, training, scheduling, and performance management. * Oversee the resolution of Level 1–3 support tickets, ensuring timely response and escalation as needed. * Prioritize incoming tickets and assign them appropriately to team members based on skill level and workload. * Develop and maintain help desk processes, policies, and documentation to improve efficiency and customer satisfaction. * Monitor performance metrics (response times, resolution rates, user satisfaction) and provide regular reports to IT leadership. * Monitor tickets and look for trends. Establish workflow suggestions to help eliminate common issues. * Collaborate with IT infrastructure and systems teams to ensure seamless support coverage and issue escalation. * Manage software, hardware, and access provisioning requests in alignment with company policies. * Evaluate and implement help desk tools or system enhancements as needed to support scaling and efficiency. Required Qualifications * 5+ years managing a help desk or IT support team, including experience with multi-tiered ticket systems. * Proven experience in ticket triage, prioritization, and resource allocation. * Strong leadership and communication skills with the ability to mentor and motivate technical staff. * Proficiency with help desk software (e.g., Jira Service Management, Zendesk, or similar). * Familiarity with Active Directory, Office 365 administration, networking fundamentals, and end-user device management. Preferred Qualifications * Bachelor’s degree in information technology, computer science, or related field * Technical certifications (e.g., CompTIA A+, Network+, ITIL, or Microsoft Certified Professional) Work Environment * This position is based in our Longmont, CO office and requires a daily on-site presence. * Standard business hours, with occasional after-hours or weekend support as needed. Base Compensation: $100,000 - $126,000 is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. Closing Date: December 15th. While we expect to keep the position open through this date, the posting may be extended or closed early based on applicant volume and hiring needs. We offer an exciting and competitive total compensation package designed to inspire! This includes generous paid time off, holidays, as well as comprehensive benefits including medical, dental, vision, short-term disability, life insurance, and an outstanding 401k matching program where employees are instantly vested. At SENS, our culture is rooted in a set of core values that reflect who we are and how we work. In a recent 2025 poll, our employees identified the values that best define us: “Innovative”, “Respectful”, “Inviting”, “Flexible”, “Collaborative”, and “Growth Driven”. Our team describes us as a dynamic, forward-thinking company where everyone has the opportunity to thrive. At SENS, we pride ourselves on being an equal opportunity employer, fully dedicated to fostering inclusion and diversity. We welcome all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristic. We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.

Responsibilities

Build and manage the daily operations of the Help Desk, including staffing and performance management. Oversee the resolution of support tickets and develop processes to improve efficiency and customer satisfaction.