EverCommerce - IT Service Desk Manager (Denver, CO)

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/  

The EverCommerce Technology team is seeking an IT Service Desk Manager to ensure outstanding support for our employees through supervising the Service Desk activities and IT Administration team.  We are looking for someone who gains great satisfaction from helping others and removing roadblocks to allow them to succeed at their jobs.  You are the type of person that loves building a well-oiled machine and enjoys being the go-to person who wears a bunch of hats.  You are excited about solving problems, and are ready to expand your knowledge and creativity in IT.  You have also paid your dues fighting fires in the trenches, and now you are ready for the opportunity to do things the right way. 
 

Experience and Skills: 

• Ability to manage projects & process improvement initiatives 

• Experience with coaching & developing staff 

• Exceptional customer experience 

• Ability to hold themselves accountable and raise the bar for those around them 

• Familiarity with ITIL Foundations and practices 

• 4+ years of experience supporting and/or managing Windows & Mac End User environments 

• Bachelor’s degree in Information Technology or related field, or a combination of certifications and experience that equate to a degree 

• Experience handling support tickets in an IT service desk environment 

• Ability to learn quickly 

• Excellent verbal and written communication 

• Comfortable working at a dynamic company 

• Can use good judgment to solve problems where protocol might not exist 

Responsibilities: 

• Responsible for the Service Desk & all activities associated with the identification, prioritization, and resolution of requests 

• Provide leadership for the Service Desk team to act as a coach and mentor. Help staff prepare and execute development plans. 

• Support escalated issues the Service Desk team is not equipped to handle. 

• Report on service level targets monthly and create improvement plans where necessary. 

• Function as a liaison between business units and other EverCommerce teams as the central point of contact for the Service Desk organization 

• Identify and source hardware and software solutions for corporate users 

• Derive requirements for new IT initiatives, and implement and manage solutions that meet these requirements 

• Manage vendors, including MSPs, cloud service providers, IT equipment suppliers, and software providers 

Must have working knowledge in: 

• Jira Service Management or other ITSM Toolsets

• Office 365

• Okta

• Intune Device Management / Jamf 

Nice to haves: 

• Working knowledge of network security, firewall and VPN configuration

• Experience supporting a software development environment at a SaaS company 

• PCI-DSS and HIPAA auditing experience 

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. This role is based in the Denver, Colorado area – this role is expected to work from our Denver HQ 3 to 4 days per week. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• Continued investment in your professional development through Udemy

• Robust health and wellness benefits, including an annual wellness stipend

• 401k with up to a 4% match and immediate vesting

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

• Student Loan Repayment Program

Compensation:

Our cash compensation for this role is $85-100k in Denver and most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.