IT Help Desk Manager

Responsibilities

• Reporting to the US Associate Director of IT, leads the firm’s US‑based end‑user support function.
• Responsible for the delivery and continuous improvement of IT services supporting employees globally.
• Lead, coach, and develop a high‑performing Helpdesk team through clear expectations, regular feedback, and hands‑on support.
• Own the end‑to‑end service delivery model for end‑user support, focusing on service quality, consistency, and user experience.
• Drive improvements in ticket quality, including clear ownership, thorough documentation, effective work notes, and smooth ticket handoffs.
• Establish, monitor, and enforce SLA’s, KPIs, and operational metrics that balance speed, quality, and customer satisfaction.

• Bachelor’s degree in computer science required.
• 7+ years of experience in IT support or end‑user services within a mid‑to‑large enterprise environment.
• 3+ years of experience leading or managing a help desk or service desk function, including people management, process ownership, and operational accountability.
• Strong working knowledge of ITSM concepts and Service Now (or comparable platforms), including workflows, SLAs, reporting, and continuous improvement.
• Experience overseeing enterprise device management and endpoint strategies (e.g., Jamf, Microsoft Intune, or similar tools).
• Solid understanding of Microsoft 365 services and end‑user productivity platforms.
• Knowledge of endpoint security, identity, and access management principles.
• Understanding of networking fundamentals relevant to end‑user support environments.
• Experience leading incident reviews, identifying root causes, and driving preventative improvements.