IT Help Desk Manager

Role: IT Help Desk Manager Reports to: Director of IT Department: Admin Location: Arlington Administration – 2116 Arlington Ave., Suite 100, Los Angeles, CA 90018 Setting: 100% onsite Schedule: Monday – Friday, 8:00 am to 5:00 pm Status: Full Time/ Management/ Exempt Benefits: Medical, Dental, Vision, Retirement Planning (403b), Employee Assistance Program (EAP) Openings: 1 Summary The People Concern has a growing and changing IT Department. Day-to-day management of tasks, assignments, and troubleshooting issues is required. This position requires excellent communication skills, strong knowledge, and proven experience in help‑desk and IT support, delivering complex business solutions around deployments, imaging, peripheral support, and hardware problem‑solving. Essential Duties and Responsibilities Daily, work independently to prioritize, assign, and handle with excellent customer service and great results the various help‑desk related questions and issues that arise. Manage IT Help Desk Technicians/Assistants/Coordinators by deploying, scheduling, assigning and planning their work days and week. Weekly 1:1 supervision meetings with each of the Technicians regarding mentoring, problem solving and strategic goals. Attend monthly manager meetings of TPC, and other required meetings for management level updates and feedback. Facilitate, edit and create trainings and communications as required regarding IT department updates, including end‑user training and creation of pre‑recorded training videos. Work closely with the Director of IT to move the organization into the needed areas of strategic growth, systematic changes, and provide analysis of the issues faced by end users. Prepare invoices as needed, sign off on expenses, and reconcile budget with Director’s guidance as needed. Recommend process and vendor changes when applicable. Assist in the software and hardware life cycle management processes, including research, packaging, quality assurance, and deployment preparation. Set up new users, including desktop configuration, email accounts, LDAP accounts, VPN accounts. Support employees, both local and remote, with desktop issues, account issues, and access to various internal services. Troubleshoot software issues on employees’ desktops/laptops. Some off‑hours support may apply. Enterprise remote mobile device management. Enterprise user equipment provisioning, installing, and maintenance – smartphones, desktops, laptops, tablets, VoIP, and POTS phones. Printer management – local and network printer setup, install troubleshooting. Authoring and upkeep of documents for User Guides and Standard Operation Procedures (SOP). Perform related duties as assigned or requested. Qualifications Must be able to work on‑site in LA locations to support the team and the bulk of the end‑user issues. Current, valid CA Driver’s license and current vehicle insurance. Associate’s degree or equivalent combination of education/technical training and computer science or engineering experience (3 + years). Knowledgeable with B4 Phish Alert platform, VOIP systems, Jive, RingCentral, Verizon IPC, Apple iPhone troubleshooting and system maintenance, basic router set up, configuration and troubleshooting, basic server maintenance, most laptop/PC and IT‑related equipment repair and installation, Windows OS and macOS, installation and configuration of typical office‑setting equipment and new software as needed. Will be required to travel between various sites within a certain day or week to solve issues. Night, early morning and weekend calls may occur; this position will be the primary point of contact. Ability to communicate with excellent customer service and confidentiality. Calm demeanor under pressure required. Great written and verbal communication skills. Excellent leadership skills, including goal‑setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities. Basic math and data analysis skills required. Excellent basic computer skills (Office/Microsoft Word/Excel). Ability to set and monitor a budget, audit receipts and details. Good problem‑solving, critical thinking and decision‑making skills. Exceptional organization, time management and multitasking abilities. Keen attention to details. Preferred Qualifications Supervisory experience. Excellent leadership skills, including goal‑setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities. IT Infrastructure & System Administration: Overseeing networks, hardware deployments, server management, and database structures. Cybersecurity Protocols: Establishing access controls, vulnerability scanning, and disaster recovery runbooks. Cloud Computing: Managing enterprise migrations and cloud architecture platforms such as AWS, Microsoft Azure, or Google Cloud. ITIL/ITSM Frameworks: Familiarity with Information Technology Infrastructure Library guidelines to oversee service desks and incident lifecycles. Team Empowerment: Coaching technicians, mentoring junior staff, and learning to delegate responsibilities without micromanaging. Conflict Resolution: Navigating team tensions, balancing shifting workloads, and acting as a buffer against executive pressures. Work Environment Field (may need to travel) and indoor office environment. Based primarily in Arlington HQ. Will be required to walk or drive to different local sites and events (Southern California area). Regularly required to sit, stand, bend and occasionally lift or carry up to 25 pounds on a regular basis. Will be exposed to busy, dusty and loud environments around clients, including parking in and near their current areas of residence. May need to bend, stoop, twist, and sit throughout the day. Equal Opportunity Employer The People Concern is an equal opportunity employer dedicated to non‑discrimination in employment. We select the most qualified individual for the job based on job‑related qualifications regardless of race, color, age, sex, religion, national origin, disability, ancestry, marital status, credit history, sexual orientation, arrest and court record, genetic information, veteran status or any other status protected by federal, state or other applicable laws. Benefits & Perks Medical Insurance Vision Insurance Dental Insurance Retirement Planning (403b) & Matching Paid Holidays Paid Vacation Days Paid Sick Days Employee Assistance Program (EAP) Telus Health Flexible Spending Account (FSA) Basic Life / Accidental Death & Dismemberment (AD&D) Voluntary Short‑ and Long‑Term Disability Voluntary Pet Insurance Corporate Discounts on Hotels, Theme Parks, Concerts, Movies, Restaurants & More People Concern University & Certificates #J-18808-Ljbffr