Director, IT & Networking Support Services

Gloo was founded as a mission-driven organization with the goal to release the passion in every person to Champion the growth of another so they can be all they were born to be.
Today, organizations of all sizes in the faith space use Gloo's products to become more informed, better connected, and fully equipped to overcome their greatest challenges and achieve powerful outcomes, helping people progress through their personal growth journeys.
By building a common platform, we are creating a shared infrastructure that removes friction, promotes collaboration, and equips leaders with the right tools to galvanize personal growth and change lives. We are a fast-moving and passionate team that is looking for more talented professionals who are driven to make a positive impact.
The Team:
Gloo360 is the premier managed services provider (MSP) division of Gloo dedicated to delivering comprehensive technology and operational support to non-profit organizations and mission-driven enterprises. By managing critical systems such as IT infrastructure, cybersecurity, cloud solutions, and enterprise platforms like Workday, Salesforce, and HubSpot, Gloo360 empowers its partners to focus on their core missions. Through innovative solutions, strategic integrations, and exceptional customer support, Gloo360 ensures operational excellence while driving efficiency, scalability, and transformative impact for the organizations it serves.
The Opportunity:
The Director, IT & Networking Support Services will lead and manage the IT Helpdesk Support Team, overseeing day-to-day operations, providing strategic direction, and ensuring the delivery of exceptional IT support services. As the team lead for Associate Helpdesk Support Specialists, the Director, IT & Networking Support Services will handle hiring, training, and mentoring team members while optimizing processes to align with organizational goals. This role will develop and implement strategies to improve service delivery, enhance user satisfaction, and maintain operational efficiency for Gloo360 managed services offerings. This position is remote based at our headquarters in Boulder, Colorado.
What You'll Be Doing:

• Team Leadership & Development
• • Manage and mentor a team of Associate Helpdesk Support Specialists, fostering a culture of collaboration and excellence.
  • Oversee hiring, onboarding, and training processes to build a capable and motivated support team.
  • Conduct regular performance reviews, providing feedback and development opportunities for team members.
• Helpdesk Operations Management
• • Monitor and manage ticketing systems to ensure SLA targets and quality standards are met.
  • Develop and document standard operating procedures (SOPs) for common issues and processes.
  • Escalate complex technical issues to senior staff or external vendors, ensuring timely resolution.
• Strategic Planning
• • Develop and implement strategies to enhance helpdesk efficiency and improve the user experience.
  • Monitor industry trends and recommend new tools or processes to optimize helpdesk operations.
  • Align team goals and initiatives with broader organizational objectives and service offerings.
• Service Delivery Optimization
• • Oversee the endpoint strategy, ensuring devices are maintained and updated in an automated, scalable manner.
  • Collaborate with other departments to ensure seamless delivery of IT services for onboarding, events, and office productivity.
  • Review and analyze user feedback to identify areas for improvement and implement solutions.
• Stakeholder Collaboration
• • Act as the primary point of contact for internal stakeholders regarding helpdesk performance and updates.
  • Collaborate with leadership to define service priorities and ensure resource allocation aligns with strategic goals.
• Vendor Management
• • Collaborate with vendors to maintain hardware, software, and support agreements.
  • Coordinate procurement and testing of IT equipment and services to meet operational needs.

What We're Looking For:

• Bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent professional experience.
• 5+ years of experience in IT support or helpdesk management roles, including leadership responsibilities.
• Strong understanding of IT tools and platforms, including ticketing systems, endpoint management tools, and communication platforms (e.g., JAMF, Google Workspace, Slack, Zoom, Okta).
• Proven ability to manage teams and develop high-performing individuals.
• Strong problem-solving and decision-making skills, with a focus on customer satisfaction and operational efficiency.
• Excellent written and verbal communication skills to interact effectively with team members, stakeholders, and vendors.

Compensation: $95,000 - $160,000
Our Team Members Enjoy:

• Compensation and bonus commensurate with experience.
• Plenty of time off to keep you balanced.
• Medical benefits with multiple plan offerings, HSA contribution, and Dental and Vision plans.
• A dynamic, talented team, dedicated to changing the world and building an incredible business.
• Onsite and virtual social events to keep us connected in our hybrid work environment
• Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails.

This job is posted until filled.