Help Desk Manager

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. Requirements 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, OneDrive, 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. Excellent communication, leadership, and problem-solving skills with a focus on customer service and team development. 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. Core Competencies Demonstrates expertise in managing Help Desk operations, including onboarding and offboarding processes, asset tracking, and endpoint lifecycle management. Proficient in providing technical leadership and support for Microsoft 365, video conferencing technologies, and identity and access management systems. Highest-signal resume keywords Help Desk Operations Management Microsoft 365 Administration Identity And Access Management ITIL Principles Team Leadership ATS Optimization Keywords Hard Skills Endpoint Troubleshooting Asset Tracking Onboarding/Offboarding Management Video Conferencing Support Ticketing Systems Soft Skills Communication Leadership Problem-Solving Customer Service Team Development Certifications & Qualifications CompTIA A+ Microsoft Certification ITIL Certification Industry Keywords Help Desk IT Support Service Level Agreement Documentation Continuous Improvement Tools & Technologies Microsoft 365 Zoom Microsoft Teams Okta Azure Active Directory #J-18808-Ljbffr Jobtailor