Position Summary

As a Supervisor, IT Help Desk, you will lead and mentor the IT Help Desk team, serving as the escalation point for complex technical issues and ensuring the delivery of high-quality support services to internal employees. You will be responsible for team performance, staffing, process improvement, and cross-functional collaboration with Systems Administrators and IT leadership. This role is ideal for an experienced IT professional who is passionate about people management, operational excellence, and creating a service-first support culture.

What You’ll Do

Team Leadership & Management

• Supervise, coach, and mentor a team of Tier I and II IT Support Technicians, fostering a collaborative and high-performance culture.
• Conduct regular one-on-ones, performance reviews, and development conversations with team members.
• Manage scheduling and staffing to ensure adequate coverage and support for business operations.
• Onboard and train new help desk technicians, ensuring alignment with established procedures and quality standards.
• Identify skills gaps and coordinate training opportunities to support team growth and career development.

Escalation & Technical Support

• Serve as the primary escalation point for complex or high-priority issues that exceed Tier I and II scope.
• Collaborate with Systems Administrators and IT leadership to resolve escalated tickets in a timely manner.
• Maintain hands-on technical proficiency in areas including Microsoft 365, Entra ID (Azure AD), endpoint management, and network troubleshooting.
• Step in to provide direct end-user support during peak demand or staffing gaps as needed.

Ticket & Queue Management

• Monitor the ticketing queue to ensure tickets are correctly prioritized, assigned, and resolved within SLA targets.
• Analyze ticket trends and recurring issues to identify opportunities for proactive resolution or process improvement.
• Generate and review weekly/monthly reports on team performance, ticket volume, SLA compliance, and customer satisfaction.
• Define and enforce ticketing standards, ensuring complete and accurate documentation of all support interactions.

Process Improvement & Documentation

• Develop and maintain IT procedures, runbooks, and knowledge base articles to improve team efficiency and consistency.
• Identify opportunities to automate or streamline repetitive support tasks.
• Establish and refine escalation paths, workflows, and service delivery standards.
• Ensure the team knowledge base is current, accurate, and consistently used across the team.

Cross-Functional Collaboration

• Partner with Systems Administrators and IT management on projects, infrastructure changes, and planned maintenance.
• Communicate upcoming changes, outages, or IT initiatives to end users with appropriate advance notice.
• Represent the help desk in IT team meetings and contribute to strategic planning discussions.
• Gather and relay user feedback to drive continuous improvement in IT services.

Equipment & Asset Management

• Oversee the team’s management of hardware inventory, equipment deployments, and onboarding/offboarding processes.
• Ensure accurate tracking of IT assets and enforce asset management policies and procedures.
• Coordinate equipment procurement requests and work with vendors or procurement teams as needed.

What You Should Have

Qualifications

• 4+ years of experience in IT support or help desk roles, with at least 1–2 years in a lead or supervisory capacity.
• Solid working knowledge of Windows operating systems, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and Entra ID (Azure AD).
• Demonstrated experience managing or mentoring a team in a technical support environment.
• Strong understanding of ITSM principles, including ticketing, SLA management, and escalation workflows.
• Excellent interpersonal and communication skills – able to engage effectively with both technical staff and non-technical end users.
• Ability to analyze support data and metrics to drive decision-making and continuous improvement.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service quality and user satisfaction.

Preferred Qualifications

• CompTIA A+ or Network+ certification
• Microsoft 365 Certified: Administrator Expert or similar Microsoft certification
• ITIL Foundation certification
• Experience with enterprise ticketing platforms (ServiceNow, Jira Service Desk, Zendesk, etc.)
• Familiarity with endpoint management tools (Microsoft Intune, SCCM, or similar)
• Experience developing or delivering IT training for end users or junior staff
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field

We are an innovative and collaborative team that is hungry for innovative technologies. We are looking for Software Engineer professionals that are pensioned for coding, testing, willing to learn innovative technologies, while also willing to maintain legacy technologies and can work in fast-paced environments.  This role offers opportunities for growth and is ideal for a collaborative and self-motivated individual who is passionate about building quality software and advancing their technical expertise.  

What you’ll do:

• Collaborate in Agile teams to refine requirements, estimate tasks, and contribute to sprint activities.
• Determine software solutions, applying object-oriented principles to ensure reusability and scalability.
• Develop and implement code that is clean, efficient, and well-documented, adhering to team standards.
• Conduct unit testing and participate in code reviews to maintain high-quality code.
• Work closely with business, product management, QA, and hosting teams to facilitate smooth rollouts across AWS environments (development, staging, production), ensuring alignment with project goals and operational needs.
• Manage and optimize CI/CD pipelines, automating build, test, and deployment processes to streamline releases and maintain consistency across environments.
• Utilize team tools including Jira, GitLab, SwaggerHub, and Bruno (similar to Postman) for project tracking, version control, API documentation, and testing, respectively.
• Maintain and update documentation regularly in Confluence to keep resources current and accessible for team collaboration.
• Maintain code quality through regular refactoring and documentation for team knowledge sharing.

What you should have:

Qualifications:

• A bachelor's degree in computer science, Engineering, or a related field with 3-5 years of professional experience; or equivalent experience in lieu of a degree.
• Strong understanding of object-oriented programming and design principles with a Strong focus in Java EE, Jakarta EE, Kotlin.
• Strong understanding of object-oriented programming and design principles.
• Familiarity with cloud environments (AWS, GCP, or Azure preferred) and an ability to leverage cloud-based tools for software development and deployment.
• Solid foundation in software development processes, debugging, and testing.
• Proven experience with Agile and Scrum methodologies.
• Understanding of computer science concepts, including data structures, algorithms, and software lifecycle processes.
• Ability to develop and integrate APIs, and proficiency with SQL and relational databases.
• Basic knowledge of network communications and distributed systems.
• Ability to manage development environments and troubleshoot independently.
• Working knowledge of Linux or Unix operating systems.
• Driven to learn new programming languages and frameworks.
• Knowledge of containerization and orchestration (e.g., Docker, Kubernetes) is preferred.
• Strong verbal and written communication skills.
• Ability to work collaboratively and share knowledge with team members.
• Demonstrates organizational skills and an ability to prioritize effectively.

Preferred Qualifications:

• Familiarity with test-driven development and high code coverage standards.
• Experience in front-end and back-end systems integration.
• Working knowledge of modern databases (e.g., PostgreSQL) and microservices architecture.

Who We Are:

Ivanti manages, automates, and protects data and technology to empower continuous innovation. Ivanti Neurons, our AI-powered platform for IT and Security teams, empowers IT and Security to work in lockstep. Headquartered in the U.S. with a truly global footprint, Ivanti serves 34,000 customers in 149 countries, delivering mission-critical IT security, asset, and service management capabilities.

Our award-winning software suite includes:

• Ivanti Neurons Platform
• Enterprise Service Management
• Endpoint Management and Security
• Exposure Management
• Network Security
• Robust native integrations and APIs

Learn more at www.ivanti.com and follow us on social media @GoIvanti. 

Our Culture 

At Ivanti, our culture is shaped by the values that inspire and guide us every day. We believe that the way we work—together, passionately, and authentically—is just as important as the results we deliver. Our core values foster collaboration, keep customers at our core, raise the bar for performance, and hold us accountable to the highest standards. Here’s what drives us:

Win Together: Open collaboration is the foundation for our success. Transparent communication, mutual trust, and strong alignment help us win as a unified team.

Customers at our Core: IT & Security teams are at the center of our customers’ innovation. We understand, value, prioritize, and obsess over our customers’ needs, to deliver the technology and services that move their businesses forward.

Achieve and Exceed: Performance drives us. We relentlessly pursue our goals, always striving to set new benchmarks of success on behalf of our customers, employees, partners, and investors.

Own It: Debate, decide, commit. We take responsibility for our actions and decisions—demonstrating commitment, integrity, high standards, and a drive for excellence in everything we do.

Why We Need You!

 Ivanti is currently seeking an enthusiastic hardworking Senior Software Engineer to develop computer management capabilities for IT departments throughout the world.  This person will be a cross-functional member working from the South Jordan, Utah Office. This individual should be able to collaborate well with others inside and outside of the team to build industry leading systems management software solutions.

About The Team

Ivanti Engineering is a driving force behind transforming market challenges into innovative ideas and successful solutions that resonate with customers and achieve business objectives. By combining market insights, strategic planning, and cross-functional collaboration, the Engineering organization ensures every product release meets evolving user needs and competitive demands. This team is instrumental in developing Ivanti's purpose-built platform for CIOs and CISOs powered by Ivanti Neurons - a cloud-scale, hyper-automation layer that enables proactive healing, user-friendly security across the organization and provides an enhanced user experience. This department plays a pivotal role in shaping the company's growth trajectory through continuous innovation and customer-centric solutions.

What you will be doing

Our product teams have a high level of autonomy, working as a close collaborative unit to solve challenges and be successful together. To make this work, our team members need to have good communication & problem-solving skills, be accountable, focus on what is important, treat each other with respect, have the courage to take risks, be pragmatic and open to challenges.

You will be working on the Ivanti Neurons cloud products. Building the future of Ivanti products in the cloud. Ivanti Neurons uses a micro service architecture running on Kubernetes.

• Design, develop, test, and deploy microservices using C#/.Net Core.
• Use Python, build MCP Servers, Build AI Agents, Prompt Engineering, Azure AI Foundry, working with LLMs.
• Design, develop, test, and deploy Web application using Angular.
• Interact with cross-functional groups including product manager, customer support and sales to develop new functionality and support existing customers.
• Interact and collaborate with teams around the world.
• Participate in all phases of the application development process

What you need to be successful

• Bachelor’s degree – Computer Science or related field.
• 6+ years software development experience
• Programming languages: C#, .Net, Python
• Experience with 
  • Using Python to build MCP Servers, Build AI Agents, Prompt Engineering, Azure AI Foundry, working with LLMs.
• Experience with modern cloud development practices (microservices architectures, REST interfaces, etc.)
• Track record of delivering successful software
• Strong software design and development experience
• Strong understanding of concepts related to computer architecture, data structures and programming practices
• Experience with automated testing and test-driven development
• Ability to work onsite in out South Jordan, UT office 2 days a week Mondays and Wednesdays 9am to 5:30 and remote Tuesday, Thursday and Fridays.
• Ability to start without immigration support now or at any time the future.

Other skills that you may bring along but are not essential are:

• Containers, Kubernetes, Docker
• DevOps experience using YAML, Helm, Terraform
• Experience using Microsoft Azure DevOps (ADO) for tracking work items, bugs, and test cases.
• Microsoft Azure, Azure Kubernetes Services (AKS), Microsoft Azure Cloud Computing Technologies
• Development methodologies: Agile software development including Scrum or Kanban
• SQL Sever

#LI-DW1

#LI-Hybrid Onsite

Are you a Staff Software Development Engineer in Test? This is the job for you !  

What you’ll do

We are looking for a driven Quality Assurance (QA) Lead and Automation Architect for Neurons UEM (Unified Endpoint Management) E2E Team -Lead the Neurons E2E team thereby driving the team and product to success.

who will be able to perform regular E2E Testing of all products and new features integrated within Neurons UEM (Unified Endpoint Management) Platform. Automation Lead – Develop and continuously innovate Rest API, CLI and GUI based Automation frameworks for Neurons UEM Platform. Automate end to end use-cases for legacy and new features for Neurons UEM. Groom the E2E team in all the feature executions and automation development. Review automation code written by E2E team. Develop entire CI/CD pipelines and framework for daily production runs. Automate the notification for successful and failed test suite executions. Collaborate with SRE, Support Team and Project stakeholders on all features and bugs uncovered by E2E team. Understand all the critical and important features to be E2E automated by collaborating with Dev managers and Directors/Stakeholders Actively sharing all the results and customer scenarios automated with all necessary dev managers/directors and stakeholders. Identifying all the important customer scenarios and features for E2E Execution and automation Be an active scrum master for the team, and lead on all the necessary sprint deliverables. Cross Collaborate with different orgs and development teams and help them in E2E Testing and Automation. Log Issues, Debug and Triage Product Failures and help SRE/Dev Team in RCA and possible fixes.

What will you bring?

Bachelor’s degree in Computer Science, IT, or related field.

Five years in any occupation with software engineering experience must include:

• Experience as Automation Architect or QA Lead and mentoring QA team;
• Experience leading a team of engineers in the design, implementation, and delivery of substantial automation framework;
• Experience designing and architecting automation frameworks from scratch; End-to-End, Rest API, CLI and GUI automation; Java, Groovy or Selenium in developing GUI Framework and scripts;
• Experience using Python in developing Rest API/CLI Framework and scripts; RDBMS and SQL technologies; Design patterns, data structures and algorithm design; Dev-ops tools and processes; Continuous Integration and Continuous Development (CI/CD); Jenkins or ADO for building pipelines; AWS/Azure technologies; Micro service architecture; API gateway, Elastic Search, Kubernetes; and Agile and Scrum methodologies

Why Ivanti?

• Friendly flexible working model: Empower excellence whether you’re at home or in the office and support work-life balance.
• Competitive compensation & total rewards: Including health, wellness, and financial plans tailored for you and your family.
• Global, diverse teams: Collaborate with talented people from 23+ countries.
• Learning & development: Grow your skills with access to best-in-class learning tools and programs.
• Equity & belonging: We value every voice. Your story helps inform our solutions for a changing world.

What drives us

Ivanti’s mission is to elevate human potential within organizations by managing, protecting and automating technology for continuous innovation.

It is through diverse and inclusive hiring, decision-making, and commitment to our employees and partners that we will continue to build and deliver world-class solutions for our customers.

To learn more about Ivanti’s Mission and Core Values. 

Inclusion at Ivanti

Ivanti is proud to be an Equal Opportunity Employer. We’re committed to building a diverse team and fostering an inclusive environment where everyone belongs. We welcome applicants from all backgrounds and walks of life. Need adjustments during the process? Reach out to talent@ivanti.com we’re happy to help.