IT Operations Manager
Westminster, COHybridFull-time
AI Summary
Founded in 1986, KPA is a leading provider of Workforce Compliance software and consulting services. We succeed if our clients can send their employees home at night, having not experienced a workplace accident or injury.
About this role
Founded in 1986, KPA is a leading provider of Workforce Compliance software and consulting services. We succeed if our clients can send their employees home at night, having not experienced a workplace accident or injury. The combination of software, consulting, and training helps clients identify, remedy, and prevent workplace safety and compliance problems so they can focus on what’s important – their core business.
Help us help keep people safe and businesses working efficiently. Named as one of Built In Colorado’s Best Places to Work for seven years in a row, KPA is made up of talented individuals working together for the greater good. We’re here to help our clients build safe, thriving organizations, and we’re looking for people with a common goal to help us do it.
Position Description
KPA is seeking a hands-on IT Operations Manager to lead the IT support function while driving operational excellence, process improvement, automation, and technology enablement across the company. The role will directly manage service desk personnel while also owning key operational areas including employee IT operations, vendor management, support tooling, asset lifecycle management, and process improvement initiatives. The ideal candidate is technically capable, service-oriented, highly organized, and excited about improving processes, leveraging automation and AI-assisted tooling, and helping scale IT operations in a collaborative SaaS environment.
Responsibilities:
Team Leadership
- Manage, coach, and develop service desk personnel.
- Set expectations for communication, ownership, documentation, professionalism, and follow-through.
- Conduct regular one-on-ones and performance discussions.
- Build a culture of accountability, responsiveness, continuous improvement, and high-quality employee support.
- Develop the service desk team’s troubleshooting, escalation, communication, and technical capabilities.
- Partner with security, DevOps, HR, finance, and other stakeholders to ensure IT work is coordinated, well-communicated, and completed effectively.
- Lead daily service desk operations, escalations, SLA performance, ticket quality, and employee support
- Manage onboarding, offboarding, access requests, equipment lifecycle, and employee IT workflows.
- Serve as the primary escalation point for complex employee-facing IT issues.
- Lead operational IT initiatives such as support platform improvements, collaboration tooling, mobile device lifecycle management, and employee technology rollouts.
- Develop and maintain operational standards, SOPs, support documentation, and knowledge base content.
- Leverage tools and technologies such as PowerShell, Power Automate, APIs, ChatGPT, Claude, or similar automation platforms.
- Own relationships, renewals, and operational coordination with IT vendors, SaaS providers, carriers, and hardware partners.
- Help improve IT asset lifecycle management processes for hardware and software.
IT Service Delivery & Operations
Qualifications:
Success Criteria:
- Improve service desk responsiveness, accountability, and consistency.
- Clear escalation paths between support, security, cloud/systems engineering, and DevOps.
- Improve documentation, SOPs, request workflows, and ticket quality.
- Increase visibility into IT performance through useful metrics and reporting.
- Improve vendor, licensing, procurement, and renewal management.
- Help modernize and scale the internal IT support experience for employees across the organization.
Compensation:
Physical Requirements:
Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.