Voyager Client Services IT Director

Title: Voyager Client Services IT Director

Segment: Voyager - Corporate

Location: Denver, CO

Job Type: Full Time - Hybrid

Company Description: Voyager is an innovative defense, national security and space technology company committed to advancing and delivering transformative, mission-critical solutions. We tackle the most complex challenges to unlock new frontiers for human progress, fortify national security, and protect critical assets to lead in the race for technological and operational superiority from ground to space.

Position Description

This position is a hands-on lead, managing all information technology for the Business supported by maintaining the integrity of the IT infrastructure and providing quality end-user support. This position is responsible for coordinating all IT activities between the Business and enterprise level IT functions. Responsible for oversight of daily operations of the Infrastructure, Operations, and Support building workforce capability in alignment with business goals. Implements and maintains Infrastructure, Operations, and Support mechanisms supporting Human Resources, Manufacturing, Supply Chain, Finance, Accounting, and Project Management. Brings value to customers through the successful deployment and use of Infrastructure, Operations, and Support mechanisms. Delivers sustainable, integrated processes associated with high performing organizations and work environments. Tasks and assignments tend to be highly complex, non-routine and/or require a greater level of expertise. Receives assignments in the form of objectives with goals and process to meet goals outlined. Duties are performed under very limited supervision.

Responsibilities

• IT Support -This position will provide local IT support to fill requests or resolve issues as needed. Install software, hardware, perform hardware refreshes and manage break-fix of hardware. Perform system administration at the site level as needed.
• Relationship Management - The position will interact directly with management from the Business to understand business priorities and incorporate those priorities into the IT plan. The position is then responsible for actively performing and managing IT work supporting the Business and coordinating activities across functional teams within IT to meet their needs. The position is also accountable for issue escalation and resolution.
• Project Management - The position has responsibility for managing projects specific to the Business. The position also has budgetary and vendor management responsibilities for the sites including review and approval of local invoices (phone, data, software maintenance, hardware maintenance, etc.).
• IT Process and Standards -The position is responsible for supporting and enforcing IT policy, processes, and standards within the Business. In situations where IT policy, process and/or standards are not adequate the IT Director will be responsible for leading process improvement.
• IT Infrastructure -The position will be responsible for providing direct support or working with the local or enterprise infrastructure team to ensure the infrastructure needs of the Business are met.
• IT Applications - The position will be responsible for providing direct support or working with the local or enterprise applications team to ensure the applications needs of the Business are met.
• Service Level Management - The position will be responsible for communicating IT service levels to management and ensuring the service levels are being met.
• IT Audits & Compliance - The position will be responsible for the completion of monthly, quarterly, and semi-annual IT reviews for the Business and remediating any resulting issues. The position also provides support to internal and external audits.
  
  

Infrastructure, Operations, and Support

• Administers the systems of one or more of the following IT Infrastructure areas:

• IT Client Infrastructure
• E-Mail Environment – The position will be responsible for the administration and maintenance of the organization's email / messaging system(s). Works with the development, implementation, and optimization of messaging systems. Monitors server performance and mail routing. Creates user accounts and maintains security levels on databases. Provides second-level support and troubleshoots complex issues. Monitors existing messaging infrastructure and server usage, ensuring proper working order. Document internal policies or develop training for end-users.
• Directory Services – The position will be responsible for enterprise directory services (primarily Microsoft Active Directory). This will include the maintenance, security, and administration.
• Desktop Environment – The position will be responsible for the client desktop. This includes maintenance, security, and administration. The position will be responsible for hardware and operating system software on the desktop, the standard desktop image, the desktop build process and how new software is evaluated and installed. Improves desktop hardware and software processes and supports critical business strategies by managing the development, installation, vendor selection, maintenance and repair of desktop equipment.
• Respond to, evaluate, and prioritize all tickets assigned to the site’s deskside support group and resolve issues efficiently and effectively.
• Research and utilize necessary resources to troubleshoot new problems while escalating those unable to be resolved.
• Serve as an expert to other support staff, providing guidance on more complex problems.
• Record and track interactions with end-users and related activities in the service desk tool.
• Create Knowledge Base articles as repetitive issues arise.
• Provide site IT support encompassing:
• PC configuration and troubleshooting - OS, hardware, and software;
• PC maintenance/preventative maintenance;
• Printer installation, networking, configuration and troubleshooting;
• New user setup on Active Directory network;
• Support for client applications;
• Troubleshooting phone issues that Service Desk cannot resolve and escalates to local support
• Support for peripherals such as monitors, scanners, external hard disks, USB devices, keyboards, mice, etc.
• Maintain department loaner equipment and administer checkout process
• Review and record daily event logs
• Call software and hardware vendors to request service regarding defective products
• Support equipment used in conference rooms and auditorium
  
  

• IT Server/Storage
• Server – The position will be responsible for supporting the server environment. This will include security, administration and project and client needs. Technologies like virtualization are supported by this position. Installs new software releases and system upgrades, evaluates and installs patches, and resolves software related problems.
• Storage – The position will be responsible for supporting enterprise data storage. This will include maintenance, security, and administration. Experienced with operating systems and Storage Area Networks (SAN) and backup solutions. Performs system backups and recovery.
• Database – The position will be responsible for supporting database infrastructure and administration. This includes maintenance, security, and administration. It does not include application level activities associated with the database.
• IT Network
• LAN – The position will be responsible for the Local Area Networks and associated equipment (e.g. routers and switches) and technologies (local wireless, extranet’s, dmz’s, etc…) at each of the assigned facilities. This includes security, administration (configuration and setup), project and client needs.
• WAN – The position will be responsible for the Wide Area Networks and associated equipment (e.g. routers and switches) and technologies (e.g. MPLS remote access, etc.). This will include security, administration (configuration and setup), project and client needs.
• Security – The position will be responsible for working with the IT security team on network security matters to ensure corporate assets and information are protected from external threats.
• IT Infrastructure – Traditional & Cloud-based Environments
• Traditional & Cloud-based Infrastructure - The position will be responsible for the enterprise traditional and cloud-based environments. This includes the architecture, security, administration (setup, configuration and upgrade), project and client need reviews, as well as the design, scheduling, and execution with regards to traditional on premise infrastructure environments as well as cloud-based infrastructure environments such as Office 365 commercial and GCCH; Amazon Web Services commercial and Gov; Azure commercial and Gov offerings.
• IT Infrastructure Policy, Process and Standards – The position will be responsible for implementing and maintaining solutions consistent with IT infrastructure policy, processes and associated standards. This includes asset management and license compliance from both a hardware and software perspective.
• Lifecycle Refresh – The position will help plan and execute the lifecycle refresh plan for assigned locations.
• General Support – The position will have support responsibilities specific to the infrastructure problems level 1 and 2 support cannot address. Support will require troubleshooting malfunctions to resolve operational issues and restore services.
• Project Management - Plans and coordinates all aspects of internal information system-specific projects from initiation to delivery. Coordinates work performed by IT staff and internal customers/partners by defining project requirements, performing feasibility and needs/impact assessments. Develops detailed project plans and manages all implementation processes including resource allocation, progress tracking, monitoring change control process, testing, documentation, training and on-time delivery within budget constraints.
• Daily availability to include evenings and weekends when necessary to reach goals and deadlines.
  

Requirements

• Must be able to obtain and maintain a U.S. Security Clearance (requires U.S. Citizenship)
• Bachelor's degree (B.S.) from four-year college or university in Computer Science or related discipline
• 7 to 10 years of directly related experience and/or training; or equivalent combination of education and experience.
• 5 to 7 years of experience in a management or leadership role.
• Microsoft Office Suite (i.e., Outlook, Word, Access, Excel, PowerPoint, Project, Visio, etc.)
• Support ticketing systems, change control methodologies and their importance to ITIL best practices
• Extensive knowledge regarding trends and best practices in the areas of managing O365 Azure tenants.
• Ability to travel onsite to Voyager business locations.
  
  

Preferences

Salary Range: $150,000 - $175,000/year

Application Deadline: April 17, 2025

Please click “Apply” to submit your application.

Voyager offers a comprehensive, total compensation package, which includes competitive salary, a discretionary annual bonus plan, paid time off (PTO), a comprehensive health benefit package, retirement savings, wellness program, and various other benefits. When you join our team, you’re not just an employee; you become part of a dynamic community dedicated to innovation and excellence.

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Voyager is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Minority/Female/Disabled/Veteran

The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.