250 IT Specialists jobs in Thornton

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

Who We Are.
Spear Technologies is an exciting new software company in the Insurance sector.

Our Values.
In addition to skills, experiences, and cultural fit, we select and evaluate our team members based on these core values:
1. Problem Solver – Always striving to find a way
2. Accountable – Pride in ownership
3. Team player – Professional and humble

The Role.
The Technical Support Specialist is an excellent opportunity for candidates looking to get their foot in the door with a very exciting and rapidly growing company. As a Technical Support Specialist, you will become a product expert and work with our clients to answer questions, deliver training, drive value, resolve technical issues, and help our clients configure their systems using Microsoft Power Platform and SQL. Our Technical Support Specialists are fluent in solving complex technical problems in Microsoft Power Platform and SQL and are skilled in managing client relationships.

As a Technical Support Specialist, you will be responsible for connecting with clients on a regular basis, understanding their issues and product configurations, and solving problems for end users requiring technical assistance using the software. An ideal candidate is adaptable and is interested in developing a dynamic skill set that includes both technical and client relationship proficiency.

The Technical Support Specialist will:

• Provide excellent customer service to all clients both over the phone and via email
• Solve technical issues in SQL and Microsoft Power Platform.
• Maintain relationships with clients
• High volume email correspondence
• Deliver support via email, phone, video conference, and thorough documentation of solutions
• Provide troubleshooting, coordination, issue resolution and follow up related to cases submitted by our customers.
• Lead customer training
• Review customer accounts and check for accuracy
• Maintain open lines of communication with Technical Services, Product and Sales to ensure the customer voice is heard throughout the organization.
• Complete lower-level technical services projects building and managing workflows and Power BI Reports.
• Participates in team projects that enhance the quality or efficiency of support.
• Can work extended hours and/or a flexible schedule as required by project demands.
• Performs any additional project work and other related duties as assigned by management.

• Experience with Microsoft Power Platform (Power BI, Power Apps, Power Automate).
• Experience with SQL queries.
• Excellent analytical, organizational, and interpersonal skills; must be self-motivated and driven for results/outcomes.
• Detail-oriented, organized, flexible, high-energy and ability to learn quickly.
• Able to handle multiple tasks/projects simultaneously.
• Can organize and prioritize workload to meet deadlines.
• Excellent verbal and written communication skills, with ability to present to clients, co-workers and management.
• Works and maintains confidentiality with sensitive information.
• Legally eligible to work in the United States.

• Competitive compensation package including 100% paid Health coverage for the employee and 85% coverage for dependents. We pay for 80% coverage for Dental and Vision, for employees and dependents
• Flexible time off + 10 paid holidays! 
• Opportunity to work for an entrepreneurial company in an exciting phase of growth
• Great company culture and the office building has an onsite gym, full kitchen and is walking distance to restaurants and shops. The Culture Team hosts happy hours and celebrates holidays with company social events, and much more!
• 401(k) with matching

Total compensation for this role is market competitive, including a total compensation range $50,000 - $65,000.

In addition to our commitment to equal pay for equal work, Spear Technologies is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.

• Respond to customer support inquiries as quickly and accurately as possible via chat, phone, and email
• Take technical escalations and coordinate solutions with your peers
• Evangelize Duda's product features and assisting customers in the adoption of Duda's products to help them build long-term success
• Engage each account to ensure that every Duda functionality and offering is being leveraged, maximizing the value of each Duda subscription
• Proactively find ways to upskill, train and build new processes and efficiencies for the betterment of the entire support team
• Advocate for customers' needs and contributing to our growing knowledge base of articles and videos
• Work cross-functionally with other teams (Sales, Product, QA, Account Management) to advocate for Duda's wide variety of customers

• 1-2 years of experience providing exceptional customer support in a SaaS or technical software company
• Knowledge of HTML/CSS/Javascript or other object-oriented languages as well as the use of APIs
• Technical curiosity and relentlessness to figure out how things work
• Empathy towards customer's issues and confidence in your ability to drive them to success
• Customer-oriented mindset: you "own" the customer's problems and are able to solve inquiries effectively and efficiently.

• A supportive, agile and creative work environment with phenomenal colleagues.
• Competitive compensation, ongoing recognition, and an opportunity to develop new skills and fast-track your career.
• Opportunity to join an explosive industry, a successful and growing organization, and a supportive leadership team who is passionate about the employee experience.
• Unlimited PTO/vacation, top-tier health benefits, 401(k), dog-friendly offices, and in-office provided lunches.
• Fun, snacks, jokes, space, and an environment to be your best self.

Who We Are. Spear Technologies is an exciting new software company in the Insurance sector. Our Values. In addition to skills, experiences, and cultural fit, we select and evaluate our team members based on these core values: 1. Problem Solver – Always striving to find a way 2. Accountable – Pride in ownership 3. Team player – Professional and humble The Role. The Technical Support Specialist is an excellent opportunity for candidates looking to get their foot in the door with a very exciting and rapidly growing company. As a Technical Support Specialist, you will become a product expert and work with our clients to answer questions, deliver training, drive value, resolve technical issues, and help our clients configure their systems using Microsoft Power Platform and SQL. Our Technical Support Specialists are fluent in solving complex technical problems in Microsoft Power Platform and SQL and are skilled in managing client relationships. As a Technical Support Specialist, you will be responsible for connecting with clients on a regular basis, understanding their issues and product configurations, and solving problems for end users requiring technical assistance using the software. An ideal candidate is adaptable and is interested in developing a dynamic skill set that includes both technical and client relationship proficiency. The Technical Support Specialist will: Provide excellent customer service to all clients both over the phone and via email Solve technical issues in SQL and Microsoft Power Platform. Maintain relationships with clients High volume email correspondence Deliver support via email, phone, video conference, and thorough documentation of solutions Provide troubleshooting, coordination, issue resolution and follow up related to cases submitted by our customers. Lead customer training Review customer accounts and check for accuracy Maintain open lines of communication with Technical Services, Product and Sales to ensure the customer voice is heard throughout the organization. Complete lower-level technical services projects building and managing workflows and Power BI Reports. Participates in team projects that enhance the quality or efficiency of support. Can work extended hours and/or a flexible schedule as required by project demands. Performs any additional project work and other related duties as assigned by management. Qualifications. Experience with Microsoft Power Platform (Power BI, Power Apps, Power Automate). Experience with SQL queries. Excellent analytical, organizational, and interpersonal skills; must be self-motivated and driven for results/outcomes. Detail-oriented, organized, flexible, high-energy and ability to learn quickly. Able to handle multiple tasks/projects simultaneously. Can organize and prioritize workload to meet deadlines. Excellent verbal and written communication skills, with ability to present to clients, co-workers and management. Works and maintains confidentiality with sensitive information. Legally eligible to work in the United States. Location: Denver, CO The Perks. Competitive compensation package including 100% paid Health coverage for the employee and 85% coverage for dependents. We pay for 80% coverage for Dental and Vision, for employees and dependents Flexible time off + 10 paid holidays! Opportunity to work for an entrepreneurial company in an exciting phase of growth Great company culture and the office building has an onsite gym, full kitchen and is walking distance to restaurants and shops. The Culture Team hosts happy hours and celebrates holidays with company social events, and much more! 401(k) with matching Total compensation for this role is market competitive, including a total compensation range $50,000 - $65,000. In addition to our commitment to equal pay for equal work, Spear Technologies is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status. #J-18808-Ljbffr

• Respond to customer support inquiries as quickly and accurately as possible via chat, phone, and email
• Take technical escalations and coordinate solutions with your peers
• Evangelize Duda's product features and assisting customers in the adoption of Duda's products to help them build long-term success
• Engage each account to ensure that every Duda functionality and offering is being leveraged, maximizing the value of each Duda subscription
• Proactively find ways to upskill, train and build new processes and efficiencies for the betterment of the entire support team
• Advocate for customers' needs and contributing to our growing knowledge base of articles and videos
• Work cross-functionally with other teams (Sales, Product, QA, Account Management) to advocate for Duda's wide variety of customers

• 1-2 years of experience providing exceptional customer support in a SaaS or technical software company
• Knowledge of HTML/CSS/Javascript or other object-oriented languages as well as the use of APIs
• Technical curiosity and relentlessness to figure out how things work
• Empathy towards customer's issues and confidence in your ability to drive them to success
• Customer-oriented mindset: you "own" the customer's problems and are able to solve inquiries effectively and efficiently.

• A supportive, agile and creative work environment with phenomenal colleagues.
• Competitive compensation, ongoing recognition, and an opportunity to develop new skills and fast-track your career.
• Opportunity to join an explosive industry, a successful and growing organization, and a supportive leadership team who is passionate about the employee experience.
• Unlimited PTO/vacation, top-tier health benefits, 401(k), dog-friendly offices, and in-office provided lunches.
• Fun, snacks, jokes, space, and an environment to be your best self.

About Checkr Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. About Checkr Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company. About The Team/role Our Operations organization is at the heart of delivering exceptional customer experiences, streamlining workflows, and generating impactful insights for smarter decision-making. As manager of the Technical Support team within Operations at Checkr, you will lead a team of skilled support engineers, fostering a culture of continuous learning and development. You will play a key role in maintaining high-quality support services and achieving strategic goals. Success in this role requires a combination of technical expertise and team leadership. You will play a central role in establishing and refining standard operating procedures (SOPs) and optimizing team operations to enhance overall performance and customer satisfaction. You will manage team queues, workflows, and task assignments, and serve as an escalation path for complex issues. What You’ll Do Lead and mentor a team of technical support engineers, fostering a culture of continuous improvement and professional development. Ensure team alignment with Checkr’s support standards and goals. Serve as an escalation point for complex technical issues, ensuring timely and effective resolution. Define and uphold quality standards, setting benchmarks for what good looks like, and drive improvements in customer satisfaction (CSAT) outcomes. Oversee task assignment and manage team workflows to ensure efficient handling of support requests. Drive improvements in operational processes, focusing on achieving key performance indicators (KPIs) and service level agreements (SLAs). Drive the development and maintenance of internal documentation and knowledge bases to support efficient issue resolution. Analyze support metrics and customer feedback to identify trends and areas for improvement, implementing data-driven strategies to enhance team performance. Foster collaboration and communication within the team and across departments to ensure seamless support operations. What You Bring 3+ years of experience in technical support or operations management within a SaaS or technology environment, with a focus on quality and customer satisfaction. Proven leadership skills with experience managing technical support teams, experience with BPO team operations a plus. Demonstrated ability to set benchmarks for performance and drive improvements in customer satisfaction (CSAT) outcomes Strong analytical skills with a track record of driving operational process improvements and achieving key performance indicators (KPIs) and service level agreements (SLAs) Strong technical background with experience in troubleshooting and resolving complex technical issues. Excellent communication skills, with the ability to convey technical information to non-technical audiences clearly and empathetically. Proficiency in SQL and familiarity with tools such as DataDog, Snowflake, and Mulesoft. Strong analytical skills with the ability to use data to drive decision-making and process improvements. A collaborative mindset with the ability to work effectively across teams and departments. What You Get A fast-paced and collaborative environment Learning and development allowance Competitive cash and equity compensation and opportunity for advancement 100% medical, dental, and vision coverage Up to $25K reimbursement for fertility, adoption, and parental planning services Flexible PTO policy Monthly wellness stipend, home office stipend At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages. One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings . We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website . The base salary range for this role is $9,000 to 124,000 in Denver, CO. Equal Employment Opportunities at Checkr Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance . Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries Technology, Information and Internet Referrals increase your chances of interviewing at Tessera Data by 2x Get notified about new Technical Support Manager jobs in Denver, CO . 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Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr