Job Description

IT Manager – Enterprise Help Desk

Location: Hybrid Onsite (HQ)

Employment Type: Full-Time, Direct Hire

Compensation: $90,000 + benefits

Overview

We are seeking an experienced IT Manager to lead and mature our Enterprise Help Desk operations , supporting a fast-paced, multi-site environment. This role oversees the full lifecycle of end-user support, service performance, team leadership, process improvement, and technology enablement. The IT Manager will ensure that employees across the enterprise receive timely, high-quality technical support—while continuously improving service delivery, ticketing workflows, and support standards.

The ideal candidate has a strong blend of technical depth, operational leadership, customer-service excellence, and the ability to collaborate with infrastructure, security, and application teams.

Key Responsibilities

Team Leadership & Operations Management

• Lead, mentor, and develop a team of Tier 1–Tier 3 Help Desk Analysts, including performance management, onboarding, training, and scheduling.
• Oversee daily Help Desk operations, ensuring SLAs, KPIs, and service-level objectives are consistently met.
• Manage resource allocation, ticket queues, escalation paths, and support coverage for multiple office locations.
• Foster a culture of high performance, accountability, and customer-centric service delivery.

Service Delivery & Process Improvement

• Own the ITSM processes (incident, request, problem, and change management) and ensure alignment to best practices such as ITIL .
• Develop and refine knowledge base articles, self-service portals, standard operating procedures, and escalation guidelines.
• Analyze support trends to drive proactive improvements, recurring issue reduction, and automation opportunities.
• Lead root-cause analysis for major incidents and partner with engineering teams to implement permanent fixes.

Technology Oversight

• Oversee service desk technologies including ticketing systems ( ServiceNow, Jira Service Management, Zendesk, etc. ) and monitoring tools.
• Ensure accurate lifecycle management for end-user devices (laptops, desktops, mobile devices, peripherals).
• Support enterprise tools such as Active Directory, O365/M365, VPN, MFA, remote desktop services, VoIP, and collaboration platforms.
• Partner with infrastructure and security teams to implement security standards, patching policies, and endpoint hardening.

Stakeholder & Cross-Functional Collaboration

• Act as the primary liaison between the Help Desk and internal business units, ensuring transparency and consistent communication.
• Provide executive-level reporting on ticket volumes, SLA performance, trends, and improvement initiatives.
• Ensure support alignment during technology rollouts, upgrades, and organizational changes.
• Partner with HR and department leaders to support employee onboarding/offboarding processes.

Qualifications

• 5+ years of IT support experience, including 2+ years in a leadership or management role.
• Strong understanding of Help Desk operations, ITSM frameworks, and enterprise support environments.
• Hands-on knowledge of O365, Active Directory, Windows/Mac, networking fundamentals, remote support tools, and mobile device management.
• Experience managing or administering ticketing platforms such as ServiceNow, Jira, or Zendesk.
• Excellent communication, team leadership, and customer-service skills.
• ITIL certification or equivalent experience preferred.
• Ability to work onsite in a hybrid capacity and support a geographically distributed user base.

Why This Role?

• Opportunity to lead the transformation of a growing enterprise Help Desk function
• Collaborative environment with strong executive visibility
• Ability to implement modern tools, automation, and ITIL-aligned processes
• Career growth into broader IT leadership as the organization expands

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