The Denver Broncos are seeking an IT Support Manager to manage the front-line team of our IT organization. In this role, you will provide technical guidance and be an escalation point for multiple Help Desk Technicians at our training facility and stadium. In this role, you will manage a range of IT services, including device support (laptops, monitors, printers, and peripherals), network connectivity, email, calendar, communication & collaboration application support, audio & visual, identity & access management, telephony for clients and various applications for our business and football departments.

Additionally, you must be a technical expert and bring specialized knowledge to make recommendations to IT Leadership on service delivery and automation improvements, ensure that the Help Desk provides consistency in support within Operational/Service Level Agreements to the entire Broncos organization, proactively solve problems and/or independently handle issues. You will be a working manager who assists the team in carrying out everyday tasks while creating an environment that promotes accountability, communication, collaboration, creativity, urgency and efficiency. This position reports directly to the Senior IT Director.

This is an excellent opportunity to join a growing and exciting sports and entertainment organization that values your initiative, creativity, and dedication.

This is a full-time position based in the Denver/Englewood area.

Key Responsibilities

• Operate and lead a high demand/high volume technology support environment with desktop support activities such as triage, imaging, configuration, and deployment of laptops/desktops, incident and request fulfillment related to hardware and software, and asset inventory management
• Participate in recruiting, hiring, training, mentoring, developing, evaluating, and setting priorities for the Help Desk team
• Be a technical expert in a computing support environment to help identify, clarify, and resolve Tier 1 and Tier 2 technical issues
• Serve as the initial managerial escalation point for clients/staff and refer to specialized experts as needed
• Ensure the team is following all phases of computing support; coordinated, logged, tracked, and resolved appropriately in accordance with SLAs
• Identify KPI’s that support Organizational Key Results and perform metrics, trend analysis and reporting for the Help Desk
• Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines in compliance with NFL’s policies and federal and state regulations
• Maintain the integrity, security, and privacy of various systems by following the Denver Broncos Team policies and procedures
• Other duties as assigned

Required Skills & Experience

• BS in technology related field or equivalent IT support management experience
• Minimum 5 years of general IT troubleshooting skills and a strong understanding of computer network connectivity, hardware, MAC and Windows operating systems, Active Directory and Microsoft applications in an enterprise environment
• Minimum 2 years working in a supervisory role with the proven ability to lead, motivate, and mentor staff
• Strong customer relationship skills, consensus building skills and ability to provide excellent client service
• Experience with managing an ITSM such as Freshservice or ServiceNow
• Experience supporting and troubleshooting:
• Teleconferencing software (Teams, Zoom) and its respective hardware
• Email, Communication & Collaboration tools (Office365, Teams, SharePoint, OneDrive)
• Bitlocker device encryption & Okta single sign-on services and multi-factor authentication tools
• PowerShell, Intune, JAMF knowledge preferred
• Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users
• CompTia A+/Net+, ITIL Foundations, and other relevant certifications preferred
• Strong service orientation with the ability to work with a diverse workforce
• Ability to maintain a flexible schedule including early mornings, evenings, late nights, weekends, holidays, extended hours, and on-call hours

Physical Demands

• Ability to sit or stand for long periods
• Ability to lift items up to 50lbs
• Ability to carry equipment of various sizes (computer monitors, laptops, boxes, etc.) for long distances and up/down stairs

In accordance with the Colorado Equal Pay for Equal Work Act, the salary for this role is $115,000 - $120,000.