Help Desk Manager

Primary Talent Partners has a new direct hire opportunity for a Help Desk Manager to join a great client of ours in Deerfield Beach, Florida.

Base salary ranges from $80,000 to $100,000 depending on experience, plus bonus eligibility based on company performance.

We are seeking a hands‑on Help Desk Manager to own day‑to‑day IT support operations across our client’s organization. This role brings frontline IT accountability in‑house while continuing to partner with a Managed Services Provider for backend infrastructure and specialized services.

This is a working role. The Help Desk Manager will operate as a one‑person IT lead responsible for internal support, device management, coordination with MSP partners, and ensuring stable technology operations across multiple offices and field locations.

Based within the Finance Department, this role works integrally across Finance, Operations, Project Management, and Field Teams, fostering collaboration and supporting the organization’s financial and operational success.

• 3 to 5 years of hands‑on experience as a Help Desk Technician, IT Support Specialist, or similar end‑user support role.
• Proven experience providing remote desktop support and onsite troubleshooting in a multiuser environment.
• Demonstrated experience reimaging, configuring, and deploying Windows laptops and desktops at scale.
• Experience supporting mobile devices including iPhone and Android, including activation, troubleshooting, and lifecycle management.
• Experience working alongside a Managed Services Provider preferred.
• Experience supporting multi‑site or field‑based operations such as construction, engineering, manufacturing, or similar industries preferred.

• Strong working knowledge of Microsoft 365, including user provisioning, licensing, password management, and email troubleshooting.
• Comfortable performing basic network troubleshooting and coordinating escalations with an MSP.
• Experience supporting printers, copiers, phones, security cameras, and alarm systems across multiple locations.
• Organized and disciplined in documenting issues, maintaining device inventories, and following repeatable support processes.

• CompTIA A+ certification preferred.
• Microsoft 365 Certified Fundamentals or Modern Desktop Administrator certification preferred.
• Certifications are considered a plus. Demonstrated hands‑on experience and practical troubleshooting ability are most important.

• Serve as the primary point of contact for all internal IT support across offices and field locations.
• Provide hands‑on remote and onsite desktop support for approximately 250 plus users.
• Troubleshoot hardware, software, connectivity, and access issues.
• Support Microsoft 365 users including account setup, password resets, email issues, and licensing.
• Reimage, configure, deploy, and maintain laptops and desktops.
• Provide remote desktop support for field personnel and traveling staff.
• Track, prioritize, and resolve support tickets in coordination with the MSP.

• Maintain full lifecycle ownership of all company devices including mobile phones, tablets, laptops, desktops, desktop phones, copiers, printers, security cameras, and alarm systems.
• Manage mobile devices across multiple locations.
• Manage device inventory, replacements, warranty claims, and upgrades.
• Coordinate cellular plans, activations, and connectivity troubleshooting.

• Implement and manage a centralized help desk ticketing system with a user‑facing self‑service portal.
• Ensure all technical issues are submitted and tracked through the system to create transparency, accountability, and measurable service levels.
• Establish ticket categorization, prioritization, and escalation procedures.
• Track and report on key performance metrics including response time, resolution time, ticket volume trends, and recurring issues.
• Develop and maintain a knowledge base within the portal to reduce repetitive support requests and empower users with self‑service resources.
• Provide regular reporting to…