2nd-Shift IT Operations Lead: Service Delivery Pro

XANTERRA TRAVEL COLLECTION

Greenwood Village (CO)

On-site

USD 75,000 - 83,000

Full time

4 days ago

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Benefits offered by this job

Medical, Dental & Vision

HSA & FSA

Life & Disability

PTO and paid Holidays

401(k) with Company Match

Employee Discounts & Travel Deals

Transit pass for in-office staff

Job summary

Xanterra Travel Collection in Greenwood Village, CO seeks an experienced IT Helpdesk Operations Lead for the 2nd shift. You will support onboarding, provisioning, and continuous service delivery for a 24x7 environment, partnering with HR and management.

The role emphasizes proactive monitoring, RCA, and cross-team collaboration. Responsibilities include mentoring junior staff, managing access provisioning, and maintaining run books while supporting Windows and Mac systems across the

Qualifications

Bachelor's degree in IT or equivalent experience with 5–7 years in IT.
Hospitality experience preferred; after-hours monitoring and on-call support experience a plus.
Security knowledge and OS/network troubleshooting skills required.
Strong familiarity with Microsoft Office applications and collaboration tools.
Experience with ServiceNow or similar IT ticketing systems.

Responsibilities

Available for 2nd shift, in-office, after business hours.
Collaborate with management to hire additional IT staff when needed.
Mentor junior IT members and provide technical guidance.
Provision/de-provision access to key systems and onboarding tasks.
Maintain onboarding processes via Active Directory, ServiceNow and related platforms.
Monitor KPIs and SLAs across the enterprise; escalate where needed.
Educate staff on IT policies and the Employee Handbook onboarding steps.
Provision hardware for new employees and recover assets for reuse.
Assist onboarding via in-person or remote communication (Email, Teams, RingCentral).
Analyze root causes (RCA) and drive problem elimination.
Develop and update run books for IT Operations.
Support Windows and macOS, as well as core business apps.
Collaborate with stakeholders on lifecycle events and process improvements.
Perform other Service Desk tasks as assigned.