IT Technology Support Manager — Lead Service Excellence

Sierra Space; Louisville (CO); On-site; USD 121,714 - 167,377; Full time

Job summary

Sierra Space in Colorado is seeking a Manager, IT Technology Support to lead and optimize our technical support operations, including incident management, knowledge base development, and self-service solutions to improve the end-user experience.

You will manage a high-performing IT support team, establish SLAs and metrics, oversee budgets and vendor relationships, ensure security compliance, and translate IT strategy into pragmatic, observable improvements across the organization.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience in lieu of degree)
• Several years of relevant IT support experience with a significant portion in a managerial or leadership role
• Comprehensive knowledge of IT infrastructure components and ITIL framework
• Demonstrated experience managing and developing IT support teams
• Strong understanding of IT security protocols and data protection regulations
• Proven ability to implement service management best practices in technical support operations
• Excellent communication skills with ability to convey technical concepts to non‑technical audiences
• Experience with IT asset management and support ticketing systems

Responsibilities

• Lead and optimize IT support operations, develop metrics, SLAs, and continuous improvement initiatives
• Manage vendor relationships and support budgets
• Implement incident management, knowledge base development, and self‑service solutions
• Maintain IT security protocols and ensure compliance with data protection regulations

Skills

Leadership

Communication

IT security

Vendor management

Budget management

Service management

ITIL knowledge

Education

Bachelor's degree in Computer Science / Information Technology / related field

Tools

ITIL framework

Ticketing systems

IT asset management

Job description

Sierra Space in Colorado is seeking a Manager, IT Technology Support to lead and optimize our technical support operations, including incident management, knowledge base development, and self-service solutions to improve the end-user experience.

You will manage a high-performing IT support team, establish SLAs and metrics, oversee budgets and vendor relationships, ensure security compliance, and translate IT strategy into pragmatic, observable improvements across the organization.