Overview
Job Summary
The Manager of IT Services is a hands-on leader responsible for overseeing the IT Support function at Air Methods, including Service Desk and Desktop Support operations (10-15 direct reports). This role ensures exceptional end-user support across a geographically dispersed workforce by leading a high-performing team that is focused on timely, effective, and customer-oriented service delivery.
This role partners closely with other IT teams and the business to support operations, manage multiple projects, champion continuous improvement, and drive adherence to ITSM/ITIL frameworks. The ideal candidate will have extensive technical knowledge, a strong customer service mindset, and a passion for process and operational excellence in a Microsoft-centered environment.
Essential Functions and Responsibilities include the following:
- Provide day-to-day leadership of IT Support operations, including Service Desk and Desktop Support teams, ensuring efficient and high-quality support across the organization.
- Directly supervises IT Support staff, including hiring, coaching, performance reviews, and team development.
- Act as a working manager who leads by example and participates in hands-on support as needed.
- Oversee and prioritize multiple IT support and infrastructure projects, ensuring alignment with business needs and deadlines.
- Drive continuous improvement initiatives across IT support processes, tools, and service delivery (SLAs, KPIs, etc.) using metrics and feedback to drive refinement in process, documentation, and automation
- Champion a customer-first culture, consistently advocating for end-user satisfaction and positive user experiences.
- Collaborate closely with other IT functional areas (e.g., Infrastructure, Applications, Security, and Governance) to deliver seamless technology experiences.
- Manage ITIL-based practices for incident, service request, and problem management.
- Maintain and evolve internal knowledge base, support documentation, and user self-service resources.
- Ensure service availability and adherence to compliance and regulatory mandates (e.g., HIPAA, CUI, FAA, PCI-DSS, etc.) as applicable.
- Coordinate and support IT asset lifecycle management, including procurement, deployment, maintenance, and disposal.
- Build, mentor, and develop a geographically dispersed support team with a strong focus on performance, service, and accountability.
- Other Duties as assigned.
Additional Job Requirements
- Regular attendance and on-call availability required.
- Ability to travel periodically to Air Methods sites or events.
Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position. All employees must follow Air Methods’ employment practices and policies.
Supervisory Responsibilities
Directly supervises employees (10-15 direct reports) in the IT department. Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, selecting, hiring, and training employees, planning, assigning and directing work; appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. For Exempt Managers: Managers that carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.
Education & Experience
- Bachelor’s degree (BS/BA) from four-year college or university; and seven to ten years’ progressive IT experience, including at
- 3 years’ experience in a leadership or supervisory roles overseeing service desk and desktop support teams.
- Skills
- Acts as a key decision-maker in team structure, scheduling, and resource allocation.
- Drives a culture of accountability, mentorship, and service excellence.
- Proven ability to manage and lead a distributed IT support team in a high-demand, customer-facing environment.
- Strong understanding and practical experience with ITSM best practices and frameworks (ITIL).
- Advanced troubleshooting and support skills related to Microsoft technologies including Windows OS, Office 365, Active Directory, and mobile device management.
- Experience with enterprise ticketing systems and remote support platforms.
- Strong executive presence to comfortably engage with VPs and C-Suite to manage expectations and create trust with the IT organization.
- Ability to manage multiple priorities and projects in a fast-paced, deadline-driven environment.
- Exceptional interpersonal and communication skills – verbal, written, and presentation.
- Strong business acumen and ability to align IT support functions with organizational goals.
- Collaborative leadership style with a professional, team-first attitude.
- Incident and Escalation Management experience; calm under pressure during outages to coordinate response efforts and communicate effectively to impacted stakeholders and IT leadership.
- Security minded approach aiding in the reporting of possible security incidents, requests that may impact security, and the ability to convey and support security and other policy items.
- Demonstrated ability in developing and maintaining clear, user-focused documentation to support internal processes, onboarding, troubleshooting, and knowledge sharing.
- Proven ability to manage staff, prioritize competing tasks, and maintain a customer-focused approach.
Computer Skills
- Proficient with Microsoft Office suite, including Visio
Certificates, Licenses, Registrations
Minimum pay
USD $114,000.00/Yr.
Maximum Pay
USD $150,000.00/Yr.
Benefits
For more information on our industry-leading benefits, please visit our benefits page here.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
