Helpdesk Manager

Description Helpdesk Manager IB HQ, El Segundo The Helpdesk Manager leads the IT helpdesk team supporting Internet Brands offices and owns the quality of IT service in the office. You will manage the team day to day, meet SLAs, help with escalated issues, and work with business stakeholders and executives to keep users productive. You will also lead our effort to use AI and automation to resolve routine requests faster and free up the team for higher-value work.

What You’ll DoManage the team Directly manage helpdesk staff, including scheduling, coverage, and workload distribution

Track performance metrics and make sure the team meets response and resolution SLAsCoach and develop team members, using ticket and call data to give specific, targeted feedback

Build a collaborative, customer-focused team culture

Step in as a hands-on technical lead on escalated incidents and complex troubleshooting

Run office IT operations

Own the quality of technology services in the office, including conference rooms, employee desk setups, IT onboarding, printers, tech walk-up areas, and IT storage

Provide priority support to senior leadership

Partner with facilities, network, and infrastructure teams to keep systems stable

Track user satisfaction scores and act on what they show

Make sure the team follows IT policies, security standards, and compliance requirements

Manage assets and vendors

Maintain the IT asset inventory, including procurement, tracking, and replacement

Follow procurement policies, approval workflows, and budget guidelines

Coordinate license renewals, equipment orders, and vendor relationships

Run periodic audits for compliance, budget, and security

Use AI and automation to improve support

Implement and tune AI tools (e.g., chatbots, agentic AI) to resolve frequent requests automatically, such as Active Directory lockouts, password resets, and software provisioning

Keep the knowledge base and helpdesk SOPs current and well structured so both people and AI tools can use them

Use AI-driven QA tools (e.g., Ring Sense AI, automated ticket auditing) to track sentiment, ticket categorization accuracy, and first-contact resolution

Review ticket trends regularly to find recurring low-complexity issues and propose new automation

Communicate

Serve as the main point of contact for helpdesk services in your office and region

Report to management on issues, service trends, and opportunities for improvement

Manage expectations with internal business units and key stakeholders

Required7+ years managing or supervising in a helpdesk or IT support environment, with direct management of a technical team Strong technical troubleshooting and escalation management skills

Experience with Active Directory and Google Workspace

Experience with ITSM platforms (e.g., Service Desk Plus, You Track)
Working knowledge of TCP/IP, DNS, and DHCP, and experience troubleshooting VPN, Wi-Fi, and basic connectivity

Ability to analyze performance data, spot trends, and drive process improvements

Strong communication, interpersonal, and organizational skills

Preferred

Bachelor’s degree in Engineering, Computer Science, or a related field (equivalent experience considered)

Experience with Endpoint Central, Microsoft Intune, and/or Jamf Pro Familiarity with Windows Autopilot and Apple Business Manager Familiarity with MFA and SSO technologies, including SAML and OAuthExperience with Power Shell Experience  implementing AI or automation tools in an IT support setting

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to start at $125K and will depend on your skills,…