Help Desk Manager

Help Desk Manager, Woodbury, MN (onsite)
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.
• 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.

• 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.