Alterra Mountain Company (HQ) Hiring for IT Desktop Support Manager at Denver, Colorado Full Time

AUTHENTICITY | PASSION | COMMUNITY | INNOVATION | ADVENTURE

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world’s largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The Ikon Pass connects the most iconic mountains across North America, Australia, New Zealand, Japan and Chile, delivering authentic, memorable snow adventures. Alterra Mountain Company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail, and service businesses.

Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Palisades Tahoe, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination’s unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.

A career with Alterra Mountain Company is more than what you do today; it’s being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.

BESIDES WORKING SOMEWHERE AWESOME, WHAT’S IN IT FOR YOU?

• Free Ikon Base Pass for all eligible employees, with additional free skiing + riding privileges across the family of Alterra Mountain Company resorts for all eligible employees and their dependents
• Flexible Time Off (FTO) policy for eligible employees to rest, relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Brand new Alterra Mountain Company office located in Denver’s RiNo Art District neighborhood

POSITION SUMMARY

As the IT Desktop Support Manager (or often referred to as our Manager of IT Operations), you will lead all aspects of IT service delivery and manage technical support for Alterra Mountain Company’s corporate office, providing direction and oversight of support resources and ensuring IT services are delivered with excellence. The Manager of IT Operations directly manages a team of 3-5 technical systems administrators and systems specialists responsible for new technology deployment, support and issue resolution for hardware and software such as end-user computing, video conferencing, mobile devices, IoT devices, access/identity management, and network equipment and is a hands-on technical expert.

The Manager of IT Operations Alterra’s Denver headquarters is the face of IT for corporate office employees and is responsible for service delivery escalation and handoff in collaboration with other business facing support teams such as Enterprise Applications and Resort Applications. Additionally, this position requires extensive interaction with Alterra Mountain Company’s executive leadership team, ensuring excellent service delivery and support in a dynamic environment.

The Manager of IT Operations for the corporate office is also responsible for leading enterprise-wide (all locations) working groups focused on defining business user support requirements, standards, and implementing new solutions for continually improving service efficiency and effectiveness. In this capacity, you will ensure that corporate technology aligns with defined architecture and engineering standards and performs to established service levels, and that common standards are defined and leveraged across sites.

Additionally, the Manager of IT Operations is accountable for staffing, staff development/performance, and technology budgets/financial administration related to corporate/Denver headquarters, including all relevant vendor contracts and expenditure. This person is responsible for establishing and monitoring KPIs that measure department performance against defined SLAs and financial performance

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

General Responsibilities

• Direct, coach, mentor, train, and develop employees within the Denver-based corporate IT Operations team. Recommend staffing levels, resources and set priorities for the department
• Manage overall team performance to SLAs, and individual staff performance to measurable goals and objectives
• Lead the department in the delivery of 24/7 end-user services supporting corporate desktops, laptops, mobile devices, network infrastructure, audio/visual/conferencing equipment, Microsoft Office 365/Outlook/Teams/VoIP telephony, and other corporate applications and services
• Act as a point of IT issue escalation for corporate office team members, and escalation of critical incidents within Enterprise Infrastructure & Operations
• Manage multiple high priority initiatives in a fast-paced environment
• Collaborate with HR and corporate office department heads to plan, budget, procure and deploy new technology related to company growth and new hires – Ensure that IT hardware, software, and associated accounts/access are provisioned and deprovisioned in a timely manner
• Plan and oversee annual technology refresh roadmaps including budgetary planning and financial management
• Collaborate with other IT Operations managers at resort locations to define enterprise endpoint device standards, vendor negotiation of volume pricing and sourcing, and ensure adoption of these standards across Alterra locations
• Lead matrixed working groups focused on business-facing IT service functions and operational standardization across all Alterra locations
• Maintain a detailed inventory for all corporate IT assets
• Manage software licensing, support renewal contracts and budget for applications used by both corporate office employees as well as Alterra resort functions
• Provide white-glove service delivery for Alterra Mountain Company’s executive leadership team
• Act as intermediary and facilitator to help resolve ongoing and/or complex technical issues that span multiple departments across One IT
• Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunity exists
• Create team goals that align with the Information Technology (IT) and Infrastructure strategies
• Provide night and weekend support as needed to support the business
• This job description is an overview of the scope of responsibilities and is not intended to be an exhaustive list of job tasks and expectations. With the evolution of this company and position, the responsibilities of this position may change

Required

• Track record of exemplary customer service and collaboration, with specific experience in executive level interaction and finesse
• Expert-level knowledge and experience managing Windows PC and Mac laptop and desktop computers in an enterprise Active Directory domain environment, including system deployment/imaging/patching automation leveraging SCCM/OSD/Jamf/Intune platforms
• Demonstrated success in managing service delivery and excellent technical support for a remote workforce
• Advanced knowledge and experience managing Active Directory users, computers, and security groups
• Advanced knowledge of Active Directory OU structure, Group Policy, object attributes, Azure AD integration, managing user access within a multi-forest/multi-domain-trust environment, and modern authentication methods to AAD
• Experience with network infrastructure including enterprise WiFi, wired/ethernet switching and cabling, and working knowledge of IP addressing, subnets, VLANs, firewalls, routers and SD-WAN concepts
• Working knowledge of foundational services and protocols including DNS, DHCP, RADIUS, WPA2, HTTP/HTTPS, SMB, IPSec, to name a few
• Advanced understanding of Microsoft Office suite function and management at scale, including Office365 (Word, Excel, Outlook, OneDrive, SharePoint, Teams) licensing, configuration management
• Advanced knowledge and experience managing user file shares, file services, and related technologies
• Advanced knowledge of enterprise video conferencing specifically based on Microsoft Teams, including conference room technology such as Teams Room Systems and various EOM hardware platforms
• Experience w