Manager, Help Desk

# Purpose Brands Manager, Help Desk page is loaded## Manager, Help Desk locations:
Woodbury, MN:
Boca Raton, FLtime type:
Full time posted on:
Posted Yesterday job requisition :
R-100749

Purpose Brands, the parent company of Orange theory, Anytime Fitness, Waxing the City, The Bar Method, and Basecamp Fitness, is seeking a Manager, Help Desk to join its team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture. Purpose Brands, the parent company of Orange theory, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, and Stronger U, is seeking a Manager, Help Desk to lead and optimize technology support for PB-level employees across all brands.

This individual will oversee the Help Desk team responsible for daily technology requests, onboarding/offboarding, and lifecycle management of employee hardware and software tools. This role is ideal for someone who is passionate about people and process, has a strong IT support background, and can lead teams in a high-growth, service-driven environment. The Manager will ensure timely and high-quality support while improving processes, tools, and employee satisfaction.
** PURPOSE / IMPACT (Duties & Essential Functions)**
* · Lead the daily operations of the Help Desk team, ensuring timely, high-quality technology support for PB-level employees.
* · Supervise and coach Help Desk staff, fostering a culture of responsiveness, accountability, and continuous improvement.
* · Oversee onboarding and offboarding processes, including account provisioning, hardware deployment and recovery, and system access management.
* · Manage the full lifecycle of employee devices and tools, ensuring accurate tracking, maintenance, upgrades, and secure disposal.
* · Provide technical leadership and escalation support for Level 1 issues, including endpoint troubleshooting, software access, and peripheral device problems.
* · Administer and support Microsoft 365 suite, Windows/macOS operating systems, and endpoint security tools.
* · Oversee support for video conferencing technologies including Zoom and Microsoft Teams, ensuring high availability and usability.
* · Manage and troubleshoot issues related to identity and access management systems (e.g., Okta, Azure AD).
* · Maintain and continuously improve Help Desk documentation, internal knowledge bases, and standard operating procedures.
* · Monitor service queues, analyze trends in ticket volumes and SLA performance, and implement process improvements based on data insights.
* · Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service delivery.
* · Support internal audits and compliance initiatives through effective documentation, device controls, and account governance
** REQUIRED QUALIFICATIONS / EXPERIENCE**
* · 4+ years of experience in IT support or Help Desk operations, including at least 1 year in a supervisory or team lead role.
* · Hands-on experience managing support for Microsoft 365 (Outlook, Teams, One Drive, SharePoint), Windows and macOS environments.
* · Proficient in supporting video conferencing platforms such as Zoom and Microsoft Teams.
* · Working knowledge of identity and access management platforms (e.g., Okta, Azure Active Directory).
* · Strong understanding of ITIL principles and experience with ticketing systems such as Zendesk or Jira Service Management.
* · Proven ability to manage onboarding/offboarding, asset tracking, and endpoint lifecycle processes.
* · Excellent communication, leadership, and problem-solving skills with a focus on customer service and team development.
* · Experience working with hybrid or distributed support teams across multiple time zones.
* · Associate’s or Bachelor’s degree in Information Technology or a related field preferred; relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus.
** COMPETENCIES**
* · People Leadership & Coaching
* · Service Excellence & Empathy
* · Process Optimization
* · Technical Troubleshooting
* · Communication & Documentation
* · Data-Driven Decision Making
** SALARY: 84,000-$108,000
** We offer a competitive salary along with…