Information Technology Help Desk Manager

Our client, a fast-growing technology company serving thousands of clients nationwide, is hiring an IT Manager to own day-to-day service desk operations and help build out a growing support team.

This is a hands-on role for someone who still likes being in the weeds — not a hands-off management position. You'll be the escalation point for the team's ticket queue, provide white-glove support to executive end users, and help stand up the structure for a team that will grow to four direct reports.

• - Own and run day-to-day service desk operations, acting as the escalation point for a team handling ~150 tickets per week
• - Provide white-glove, high-touch IT support to executive end users
• - Manage onboarding/offboarding, account provisioning, and endpoint lifecycle (deployment, refresh, recovery, disposal) for a distributed workforce
• - Support hands-on hardware work at a nearby co-location data center site
• - Lead and mentor a support team spread across multiple U.S. states as it grows to four direct reports
• - Own software license tracking, renewals, and IT asset inventory
• - Coordinate IT procurement, vendor access, and purchasing workflows
• - Use — and help govern — AI-assisted tools within IT operations

• - 7+ years of experience in IT operations, service desk, or technical support leadership
• - Hands-on and technically strong — comfortable working tickets personally, not just delegating
• - Experience owning an ITSM/ticketing platform (e.g., Fresh service, Service Now, Zendesk, or similar) — configuring workflows and escalation paths, not just using one
• - Experience with RMM/endpoint management tools (e.g., Ninja One or similar)
• - Solid networking and security fundamentals (DNS, firewalls, basic incident response)
• - Experience supporting a distributed/remote team across multiple locations
• - Comfortable using AI tools in an IT context, with a governance/risk-aware mindset
• - Bachelor's degree or equivalent practical experience

• - Experience in a regulated industry (banking, fintech, healthcare, etc.)
• - $110,000–$130,000 base salary, bonus eligible based on performance
• - Comprehensive medical, dental, and vision coverage
• - Flexible PTO, company holidays, and parental/caregiver leave
• - Immediately vested 401(k) with company contributions
• - Onsite role based in Gilbert, AZ; minimal travel required
• - Visa sponsorship is not available for this role