Global Help Desk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and develop the Global Help Desk team, taking ownership of end-user support, device lifecycle management, identity access support, and operational processes.

• Establish priorities and operational rhythms for the team, managing day-to-day ticket flow, escalations, operational projects, and long-term process enhancements.

• Act as a hands-on leader for the help desk function, intervening in escalations, troubleshooting complex problems, and assisting the team with urgent employee support requirements.

• Oversee the provision of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce.

• Manage onboarding and offboarding processes, ensuring employees are provisioned and deprovisioned efficiently and securely.

• Own and refine processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management.

• Supervise endpoint management practices, encompassing laptop provisioning, asset tracking, patching, device compliance, and MDM administration.

• Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to enhance resolution times and scale support efficiently.

• Monitor support queues, SLAs, ticket trends, and recurring issues to pinpoint opportunities for automation, process enhancement, and improved user experience.

• Collaborate closely with the Security and IT Engineering teams to ensure employee support practices align with security requirements, device standards, and access control policies.

• Coordinate vendor support and third-party tool relationships related to IT support, endpoint management, and collaboration platforms.

• Create metrics, dashboards, and operational reports that communicate help desk performance, service quality, and support trends to leadership.

• Drive continuous improvement across the support function, including tools, workflows, employee communications, and self-service capabilities.

• Exhibit a commitment to integrity, process improvement, and customer satisfaction.

⛳️ Requirements

• Strong experience in IT support, help desk operations, or end-user services within a modern, distributed organization is essential.

• A comprehensive understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations is required.

• Experience in leading or mentoring IT support professionals while remaining hands-on and technically credible is necessary.

• Proficiency in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems is required.

• Strong written and verbal communication skills are essential, with the capability to effectively support both technical and non-technical employees.

• Ability to work independently and collaboratively as part of a team, demonstrating a strong sense of ownership and accountability is a must.

• Experience in building metrics and reporting that convey help desk performance, service quality, and operational health to leadership is necessary.

• A strong customer-service orientation with the ability to balance responsiveness and operational discipline is required.

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience is essential.

• A minimum of 6 years of experience in IT support, help desk, or IT operations is required.

• At least 2 years of experience leading support analysts or serving as a technical lead in a help desk or IT operations role is necessary.

• Experience supporting a distributed or remote-first workforce is essential.

• Prior experience managing escalations, enhancing support processes, and driving service quality in a hands-on role is required.

🏝️ Benefits

• Health, vision & dental insurance for you and your family.

• Flexible vacation policy.

• Generous parental leave.

• Equity package in the form of stock options.

• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.

• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.

• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.