Job Overview
The IT Operations Analyst 1 supports reliable execution across LeafTech through service operations coordination, process administration, workplace support, queue management, operational reporting, ITSM documentation, and business-tool administration. The role works across Support, Engineering, Professional Services Engineering, Technical Program Management, GRC, Solutions Operations, and Leadership to improve visibility, follow-through, data quality, and day-to-day operational consistency. This is the foundational individual-contributor level within the IT Operations career track. The Analyst works within established standards and under the direction of the Operations Manager, with a focus on accurate execution, timely follow-up, and dependable support of operational systems and processes. The role supports service delivery teams but does not replace their technical or delivery ownership.
Responsibilities
- Queue health: Manage the day-to-day health of assigned team and individual ticket queues, ensuring tickets have a clear owner, accurate status, and documented next step.
- Exception follow-up: Identify unassigned, aging, stalled, overdue, or otherwise at-risk tickets and coordinate follow-up with the responsible team member or leader.
- Operational discipline: Support established prioritization, service commitments, and queue working standards so that work is addressed consistently and no ticket remains unacknowledged.
- Ticket quality: Validate ticket data, including priority, assignment, due dates, notes, client communication, and resolution information.
- Coverage support: Assist with coverage planning for employee absences and surface gaps, blockers, or competing priorities to the Operations Manager.
- Visibility: Prepare recurring queue-health summaries and action lists for operational reviews.
- Reporting support: Collect, validate, and organize operational data used in dashboards, scorecards, and recurring leadership reports.
- Metric integrity: Maintain data accuracy for measures such as ticket aging, backlog, service-commitment performance, work status, and process adherence.
- Data quality: Identify missing, inconsistent, or unreliable data and work with process or system owners to correct it.
- Escalation: Provide timely, factual reporting while escalating trends or exceptions that require analysis or management action.
- Documentation: Create, update, organize, and maintain standard operating procedures, work instructions, templates, process maps, and operational records.
- ITSM practices: Support the consistent execution of Incident, Problem, Change Enablement, and Configuration Management practices.
- Platform support: Assist with documentation-platform administration, content quality reviews, ownership tracking, and review-cycle coordination.
- Process assurance: Perform routine process-adherence checks, document findings, and track agreed corrective actions through completion.
- Follow-through: Coordinate operational action items, deadlines, and follow-up for internal improvement efforts.
- Tool support: Assist with routine administration and data maintenance in Autotask, Jira, the documentation platform, and other approved business tools.
- Configuration: Maintain approved queues, fields, templates, reports, dashboards, and workflow configurations under defined standards.
- Change control: Test and document low-risk system or workflow changes before release and escalate changes requiring elevated authority or technical ownership.
- Administration: Support user access, data-cleanup, and system-adoption activities in coordination with the appropriate system owner.
- Inventory and ordering: Monitor inventory and order office supplies, snacks, beverages, and other refreshments within established budgets and approval limits.
- Stocking: Receive, organize, and stock workplace supplies and maintain clean, orderly, and clearly labeled storage areas.
- Vendor coordination: Coordinate routine vendor, delivery, and workplace-service requests and escalate facilities issues when needed.
- Workplace readiness: Help maintain readiness of common areas, meeting spaces, and shared workplace resources.
- Event coordination: Plan, schedule, and stage employee social, cultural, recognition, and engagement events in partnership with Leadership and designated stakeholders.
- Event logistics: Manage event logistics, including budgets, calendars, venues, vendors, food and refreshments, invitations, RSVPs, materials, setup, and teardown.
- Communication: Communicate event details clearly, track participation, and ensure events are prepared and delivered on time.
- Continuous improvement: Gather feedback and maintain reusable checklists, vendor information, and lessons learned for future events.
- Responsible AI use: Use approved AI and automation tools to improve administrative efficiency, reporting, documentation, and repeatable operational workflows.
- Quality and security: Validate outputs, protect confidential information, and apply sound judgment before using AI-assisted work in company systems or communications.
- Process improvement: Identify practical improvement opportunities and support implementation under the direction of the Operations Manager or relevant process owner.
- Coordination: Coordinate meetings, materials, action items, and follow-up when needed to support operational priorities and improvement efforts.
- Project support: Support internal projects through task tracking, status updates, documentation, and deadline coordination.
- Confidentiality: Handle sensitive operational and employee information with appropriate discretion and confidentiality.
Requirements
- Operational ownership: Follows work through to completion, maintains accurate records, and reliably closes communication and accountability loops.
- Organization and prioritization: Manages multiple queues, deadlines, requests, and event details without losing accuracy or follow-through.
- Critical thinking: Reviews information, identifies exceptions or gaps, and knows when to act, clarify, or escalate.
- Quality and attention to detail: Produces accurate work, maintains clean data, and applies standards consistently.
- Communication: Communicates clearly and professionally in writing and verbally with employees, leaders, vendors, and cross-functional teams.
- Teamwork and service orientation: Builds trust, supports shared outcomes, and approaches internal customers with responsiveness and respect.
- Adaptability and continuous improvement: Learns new tools and processes quickly and looks for practical ways to improve operational effectiveness.
Requirements
- High school diploma or equivalent.
- One to three years of experience in operations, service coordination, office administration, customer service, or a similar role.
- Experience working with ticket, work-order, case, or task queues.
- Strong organizational, prioritization, time-management, and follow-through skills.
- Excellent written and verbal communication skills.
- Proficiency with Microsoft 365, including Outlook, Word, Excel, PowerPoint, and Teams.
- Demonstrated ability to maintain accurate data, handle confidential information, and work within defined processes.
- Ability to work on-site in LeafTech's Centennial, Colorado office.
Preferred Qualifications
- Experience in a managed services provider, IT help desk, technical services, or other service-delivery environment.
- Experience with Autotask, Jira, IT Glue or another PSA, work-management, or documentation platform.
- Familiarity with ITIL or ITSM concepts, particularly Incident, Problem, Change Enablement, and Configuration Management.
- Experience maintaining dashboards, KPIs, operational reports, or data quality controls.
- Experience coordinating office supplies, vendors, employee events, or workplace logistics.
- Experience using approved AI or automation tools to improve administrative or operational work.
- Professional on-site office environment with frequent computer, keyboard, video-conference, and phone use.
- Regular movement throughout the office to coordinate supplies, deliveries, meeting spaces, and events.
- Occasional lifting, carrying, and staging of routine office supplies or event materials, with reasonable accommodation available.
- Occasional schedule flexibility may be required for company events or time-sensitive operational needs.
This job description is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Responsibilities may evolve based on business needs, and the incumbent may perform other duties as assigned.
LeafTech Consulting is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Pay: $60,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
