IT Support Operations Lead

Overview

Join the Xanterra Travel Collection team:

Xanterra Travel Collection is a premier group of travel and leisure businesses with a focus on sustainability and exceptional service. Headquartered in Greenwood Village, Colorado, we operate iconic properties and services in stunning locations worldwide, including lodging, food and beverage, Windstar Cruises, short-line railroads, and adventure travel. We are dedicated to creating unforgettable experiences for our guests and providing transformative career opportunities for our team members.

We are currently seeking a detail-oriented and driven professional to be a member of our IT Helpdesk Team. As an IT Support Operations Lead, you will be responsible for supporting the technical aspects of employees and contractor life cycle management for our organization.  Also contributing to advanced support roles within the IT Service Desk areas. This will include developing, implementing, and supporting strategies for use in a 24x7 support environment.  We are building a Service Delivery/Network Operations Center to strengthen Xanterra’s operational resilience through continuous monitoring, timely escalation, and centralized coordination of major technology incidents. The ideal candidate will bring strong IT support experience, knowledge of network and server infrastructure, and sound critical thinking skills. 

If you thrive in quieter hours, enjoy working independently, and like being the steady presence that keeps things running safely while the world sleeps, this could be the perfect fit. This (2nd Shift) team member plays a vital role in ensuring service continuity. Whether you have previous overnight experience or are looking to transition into a 2nd-shift schedule, we’d love to hear from you! This is an office, non-hybrid desk position with occasional ‘face to face’ on-hand support with employees as well as support calls with remote team members and employees.

Responsibilities

• Available for 2^nd shift / after business hours, in office.
• Work with management to hire additional talent when needed.
• Work with junior IT members for technical guidance and support on their tasks.
• Provision (or de-provision) of access to key systems and transition tasks for new, transferring and terminated employees.
• Assist in maintaining and enhancement of automated onboarding processes through Active Directory, ServiceNow and other associated platforms.
• Proactively monitor ServiceNow KPIs, assignments and SLAa across the enterprise.
• Provide education of the Information Technology section and tasks of the Employee Handbook which guides the onboarding experience for all new employees.
• Work with the IT Helpdesk for the provisioning of hardware for new employees. Work with employee managers and/or HR to recover deployed assets for reuse.
• Assist in onboarding via in-person or remote communication (Email, MS Teams or RingCentral meetings.)
• Understand technology issues and proactively work on root cause analysis (RCA) and problem elimination for a positive employee experience.
• Develop and update run books across the IT Operations.
• Support Windows and Apple MAC systems, along with day-to-day business applications that are installed on these machines.
• Work with business stakeholders to support processes for employee lifecycle events and tasks. Identify process improvements and assist in the implementation of process changes and improvements. Partner with business and technology stakeholders to improve systems operations monitoring in a 24x7 support environment.
• Other Service Desk tasks as assigned.

Qualifications

• Education/Experience: Bachelor's degree in Information Technology. Equivalent work experience and/or specialized certifications can substitute for formal education. 5-7 years of IT experience is required. A background in hospitality or consumer-oriented systems is strongly preferred. Familiarity with business afterhours monitoring and on-call support strategies.
• Security Knowledge – Knowledge and prior experience with application security compliance and role requirements is preferred.
• Technical Knowledge – Strong PC and laptop skills including provisioning Windows 11 Operating System knowledge, security setup. Apple MAC IOS support for Laptops will also be useful. Being able to do (advanced) troubleshooting of operating system, applications or network connectivity will be needed on a daily basis.
• Documentation Toolset Skills – Strong familiarity in Microsoft Office suite of products is required. Outlook, Word, Excel. Online services like OneDrive, Teams, SharePoint would be a plus.
• Applications Experience – Experience and/or familiarity with the following types of applications is preferred: Timekeeping, Customer Reservation, Call Center platforms, Retail, Customer Data Management, Learning and Development, Recruiting, Procurement, etc.  Ability to work in IT support desk environment and tracking work details in IT ticketing system, such as ServiceNow, Zendesk, or Remedy. Familiarity of PC Networking (wired and wireless) as well as the use of VPN Software.
• IT Customer Service: Have direct customer service/support experience in an IT environment as a first and second tier support representative.
• Supervisory Responsibilities: This job currently does not have any supervisory responsibilities.
• Work Ethic: The individual must have the capacity to work in a fast-paced environment where project priorities, task deadlines, and assignments can change quickly and with little notice. The individual must be a self-starter who can work with minimal supervision while working within the guidelines set by their supervisors.
• Language Ability: Ability to communicate both verbally and in a written format is critical to the success of any individual in this position due to the amount of documentation and training required within the job duties.

PERFERRED QUALIFICATIONS:

• Use of VPN software’s
• Use of PXE boot for imaging PC’s ‘or’ deployment of machines via Microsoft Intune enrollments.
• Tools to remotely manage and/or deploy applications to PC’s. (Ivanti, MS Azure Endpoint, Intune Enrollments, etc.)
• Working knowledge of ServiceNow
• Working with AI tools, (Claude, CoPilot, ChatGPT)
• Prior working experience with Inventory and Asset management
• Configuration and maintenance of Windows Active Directory
• Working knowledge of MFA/2FA systems
• Understanding of ITIL 4 / ITSM service models
• Strong Windows and Apple MAC, PC support skillsets
• Applicable certifications related to this support position
• Work with IT Helpdesk Administrator in Knowledgebase documentation
• Prior experience improving 24x7 IT Operations Center functions.

Compensation:

The salary range is $75,000 - $83,000  based on experience.

Benefits:

For full-time employees, Xanterra offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; PTO and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; RTD-Denver transit pass for in-office employees, and Employee Discounts & Travel Deals.

Xanterra Travel Collection is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.