IT Help Desk Manager

???? Description

• Lead and develop a Help Desk team, driving accountability and improvement.
• Own help desk operations end-to-end: ticket queues, SLAs, service quality.
• Establish workflows, runbooks, and escalation paths to reduce resolution times.
• Track and report CSAT, SLAs, and time-to-resolution to drive improvements.
• Administer ITSM tools and platforms to support scalable service delivery.
• Identify and implement automation to boost productivity.

???? Requirements

• 3-5 years IT support, including 1-2 years leading or supervising a team.
• Proven experience managing a help desk or IT support function in a fast-paced environment.
• Hands-on ITSM platforms (Jira Service Management, Zendesk, ServiceNow).
• Strong knowledge of macOS and Windows environments, SaaS admin, and endpoint management.
• Experience with identity and access management tools (Okta, JumpCloud); JumpCloud directory management.
• Experience with BetterCloud for SaaS operations and workflow automation.

???? Benefits

• Competitive salary and company equity via RSUs.
• 401(k) with company match up to 4%.
• Medical, dental, and vision coverage.
• Company-funded HSA contributions.
• Company-paid life insurance and short-term disability.
• Flexible PTO and paid parental leave.

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