IT Manager

Mission Rock Residential, LLC; Denver (CO); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Bonus opportunity

Generous paid time off

401(k) retirement plan

Job summary

Mission Rock Residential, LLC is seeking a Manager of Information Technology to lead end‑user support and day‑to‑day tech operations across corporate and property locations. You will administer Freshservice, oversee Microsoft 365, Azure, and Windows devices, and partner with business leaders on technology initiatives.

The role focuses on security, reliability, and customer‑facing IT services, with a hands‑on approach to incidents and continuous improvement across a distributed portfolio.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• Minimum five years in IT support, infrastructure, or service delivery in a Microsoft environment.
• Experience leading technical staff and coordinating deployments across locations.
• Familiarity with Freshservice and service metrics.

Responsibilities

• Lead IT team, coach, manage workload, and conduct performance reviews.
• Oversee end-user computing, device deployment, patching, and lifecycle management.
• Manage Microsoft 365, Azure, Windows devices, and network services.
• Administer Freshservice, set SLAs, monitor metrics, and drive improvements.

Skills

People leadership

Coaching

Performance management

Customer service

Incident management

Communication

Time management

Education

Bachelor’s degree in IT or related field

Tools

Freshservice

Microsoft 365

Azure

Active Directory

Windows endpoints

Job description

Description

At Mission Rock Residential, we believe that where you live matters—and so does the team that makes it feel like home.

Job Type

Full-time

Position Overview

The Manager, Information Technology, leads end-user support and day-to-day technology operations across corporate and property locations. This position is responsible for delivering reliable, secure, and customer-focused IT services, administering the Freshservice platform, managing service performance, developing the IT support team, and ensuring workplace technology supports business operations and organizational growth.

Mission Rock Residential operates in a Microsoft-based environment that includes Microsoft 365, Microsoft Copilot, Azure, Windows endpoints, cloud services, networking, mobile devices, and business applications used across a distributed property portfolio.

The Manager, Information Technology supervises the Information Technology (IT) team, directs service desk and endpoint operations, and partners with business leaders on technology initiatives, acquisitions, property transitions, and process improvements. Success in this role is measured through service quality, security, operational reliability, team development, stakeholder satisfaction, and continuous improvement.

Essential Functions Of The Job

Essential functions are the basic job duties a team member must be able to perform, with or without reasonable accommodation, and are the reason the position exists.

Team Leadership and Service Delivery

• Lead, coach, and develop the IT team; establish expectations, balance workloads, support professional development, and conduct regular performance discussions.
• Promote a collaborative, accountable, and service-oriented culture focused on timely resolution, clear communication, and a positive end-user experience.
• Own the administration and continuous improvement of Freshservice, including workflows, queues, categories, service catalogs, knowledge content, automation, reporting, and integrations.
• Establish and monitor service-level targets and operational metrics, including response and resolution times, backlog, aging, recurring incidents, customer satisfaction, and first-contact resolution.
• Review service trends and root causes and implement corrective actions, standard operating procedures, self-service resources, and automation to improve efficiency and reduce repeat issues.
• Coordinate incident response and escalation for high-impact technology issues and maintain timely stakeholder communication through resolution and post-incident follow-up.

Technology Operations and Security

• Oversee end-user computing operations, including device deployment, configuration, patching, software delivery, lifecycle management, inventory, and secure disposal.
• Ensure endpoints, accounts, and supported services comply with organizational security standards, access controls, patching requirements, and technology policies.
• Manage support for Microsoft 365, Azure-connected services, Windows devices, mobile devices, networks, printers, conference-room technology, and approved business applications.
• Oversee Microsoft Copilot and related AI capabilities, including readiness assessments, licensing coordination, access governance, user guidance, training, usage monitoring, and alignment with security, privacy, compliance, and responsible AI standards.
• Maintain accurate technical documentation, asset records, support procedures, knowledge articles, licensing information, and vendor contacts.
• Provide hands‑on technical support and participate in escalations when business needs require.

Business Partnership, Projects, and Vendors

• Partner with property operations, corporate departments, and IT colleagues to assess needs, recommend practical solutions, coordinate implementations, and provide training and change support.
• Plan and coordinate upgrades, migrations, deployments, property transitions, and acquisition-related technology activities while minimizing disruption to business operations.
• Manage third‑party IT vendors and service providers, including selection, onboarding, contracts, statements of work, service‑level agreements, performance reviews, risk and compliance requirements, escalations, renewals, purchasing coordination, and cost management.
• Hold vendors accountable for service quality, security, timely delivery, and measurable business outcomes.
• Contribute to IT planning, budgeting, risk management, business continuity, and technology‑roadmap activities.

Other Duties And Responsibilities

• Perform other related duties and support cross‑functional initiatives as needed to achieve department and organization objectives.

Requirements

JOB QUALIFICATIONS

Knowledge

• IT service management practices, service desk operations, incident and request management, escalation, knowledge management, and service‑level reporting.
• Microsoft 365, Microsoft Entra ID, Azure services, Active Directory, Windows endpoints and servers, endpoint management, identity and access management, and remote‑support tools.
• Microsoft Copilot capabilities, administration, licensing, data‑protection considerations, adoption practices, prompt guidance, and responsible AI principles.
• Networking fundamentals, including LAN/WAN, Wi‑Fi, TCP/IP, DNS, DHCP, VPN, and common connectivity troubleshooting.
• Endpoint security, vulnerability remediation, patch management, data protection, asset lifecycle management, backup, and business continuity practices.
• Project delivery, vendor management, budgeting, licensing, procurement, and technology support for distributed business locations.

Skills

• People leadership, coaching, delegation, and performance management
• Customer service and relationship building across technical and nontechnical teams
• Incident management, troubleshooting, root‑cause analysis, prioritization, and decision‑making
• Clear written and verbal communication, including explaining technical issues, risks, and recommendations to varied audiences
• Organization, project coordination, documentation, and time management

Abilities

• Build effective partnerships with business stakeholders, property teams, vendors, and members of the IT organization.
• Manage competing priorities, allocate resources, and maintain service quality in a fast‑paced, distributed environment.
• Translate operational needs into practical, supportable, and secure technology solutions.
• Learn new systems quickly and guide others through technology and process changes.
• Exercise sound judgment, maintain confidentiality, and communicate appropriately during incidents and escalations.
• Work independently while remaining collaborative, accountable, and focused on measurable outcomes.

Experience And Educational Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field, or an equivalent combination of education and relevant professional experience.
• At least five years of progressive IT support, infrastructure, systems administration, or service‑delivery experience in a Microsoft‑based environment.
• At least two years of experience leading technical staff, including responsibility for coaching, workload management, service performance, and team member development.
• Experience supporting multiple business locations and coordinating technology deployments, migrations, or operational transitions is preferred.
• Experience administering an IT service management platform such as Freshservice and using metrics to improve service delivery is preferred.
• Experience managing third‑party IT vendors, contracts, service‑level agreements, performance reviews, escalations, renewals, and technology‑related costs is preferred.
• Relevant certifications in Microsoft technologies, IT service management, security, or project management are preferred

What We Offer

We believe in taking care of our team the way they take care of our residents. That’s why we offer:

• Bonus opportunity
• Generous paid time off, including 13 paid holidays (with a Floating Holiday and Volunteer Day), accrued sick time, and 15 days (120 hours) of vacation in the first year. Sick time accrual varies by state
• 401(k) retirement plan with company match
• Comprehensive medical, dental, and vision coverage, plus HSA with employer contribution and FSA options
• Employer‑sponsored short‑term and long‑term disability coverage
• Company‑paid life insurance
• Optional ancillary benefits, including critical illness, hospital indemnity, and accident insurance
• Employee Assistance Program (EAP)

The expected compensation range for this position is $100,000 – $130,000, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. Mission Rock Residential is an equal opportunity employer. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws

**The Application deadline is 10/20/26 if a candidate is not selected by that date later applicants may be considered**

Salary Description

$100,000-$130,000

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.