IT Helpdesk Manager

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

📋 Description

• Lead, mentor, and develop a team of IT support technicians, aiming to deliver prompt and high-quality request resolutions.

• Take ownership of daily helpdesk operations, including ticket intake, triage, prioritization, and resolution through an ITSM platform.

• Define, monitor, and report on KPIs and SLA performance to IT leadership; promote continuous improvement based on data insights.

• Conduct regular one-on-one meetings, performance evaluations, and coaching sessions with team members.

• Act as the escalation point for intricate, sensitive, or executive-level issues.

• Oversee enterprise-wide collaboration platforms (Microsoft 365 and/or Google Workspace), managing user provisioning, licensing, security, and troubleshooting.

• Manage endpoints through MDM/UEM across both Windows and Mac environments, possessing hands-on experience with Microsoft Intune / Endpoint Manager or similar tools.

• Triage and resolve endpoint compliance alerts and policy violations using MDM software.

• Support the complete user lifecycle management (onboarding, changes, and offboarding) through HRIS and directory/IAM integrations.

• Provide tier 2/3 support for Slack, Salesforce, and other organization-wide SaaS platforms.

• Maintain IT documentation, standard operating procedures (SOPs), and self-service knowledge resources for staff.

• Manage IT vendor relationships, procurement processes, and invoice reviews in collaboration with Finance.

• Oversee the hardware and software asset lifecycle from procurement to deployment, refresh, and decommissioning.

• Ensure disaster recovery and backup readiness; manage patching and endpoint hygiene across the fleet.

• Enforce IT security policies, including MFA/2FA, access control, and acceptable use policies.

• Monitor and address endpoint compliance and configuration issues using MDM software.

• Support security awareness programs, phishing simulations, and policy rollouts.

• Collaborate with internal operations teams on access reviews, offboarding checklists, and compliance activities.

• Participate in incident response and escalation as necessary.

• Identify recurring issues and drive root cause analysis to minimize ticket volume.

• Build and maintain a user-facing helpdesk documentation knowledge base.

• Collaborate with the IT Director on tooling decisions, infrastructure projects, and strategic operational enhancements.

⛳️ Requirements

• 5+ years of experience in IT support or IT operations, with a minimum of 2+ years in a lead, managerial, or senior supervisory role.

• Extensive proficiency in Microsoft 365 and/or Google Workspace administration (Email, Collaboration, Cloud File Storage) or an equivalent enterprise collaboration platform.

• Hands-on experience with Azure AD / Entra ID for identity and access management.

• Demonstrated experience with MDM/UEM, including monitoring endpoint compliance and enforcing policies (Microsoft Intune preferred).

• Proven ownership of SLAs and KPI reporting within a helpdesk or service desk context.

• Experience managing the hardware and software asset lifecycle from procurement to decommissioning.

• Vendor management experience, including procurement, invoice review, and cost tracking.

• Strong understanding of IT security fundamentals: MFA, least-privilege access, endpoint hygiene, and phishing defense.

• Excellent written and verbal communication skills; comfortable supporting and presenting to executive stakeholders.

• Proven ability to work independently in a remote or distributed environment with minimal supervision.

🏝️ Benefits

• Medical, dental, and vision insurance

• 401(k) with company match

• HSA

• Life insurance

• Disability coverage

• Paid time off

• Parental leave