Helpdesk Manager

About Winixx Winixx Inc. is a New York-based technology holding company operating a portfolio of over 30 SaaS platforms across freight, fleet management, financial infrastructure, and market intelligence. Founded with a mission to modernize fragmented and underserved industries, Winixx builds technology that removes inefficiencies, creates transparency, and puts more value in the hands of the actual work. Our flagship products include Winixx Freight, a next-generation load board with embedded instant payment; fleetOS, a comprehensive fleet management and roadside assistance platform; and Baron Meddy Financial, our financial infrastructure arm facilitating capital deployment, escrow, and M&A advisory across verticals. Winixx is headquartered in Atlanta, Georgia, with remote teams operating nationwide. Role Summary The Helpdesk Manager leads the Winixx IT support function — building the team, the processes, and the tooling that ensures every employee gets fast, expert help when they need it. You will set the service standards, manage escalations, and drive continuous improvement in IT support quality and efficiency. What You’ll Do Lead and manage the Winixx IT helpdesk team across Tier 1 and Tier 2 support Define service level agreements and ensure consistent SLA compliance across all support channels Develop and maintain the helpdesk knowledge base and self-service resources Manage the IT ticketing system and optimize workflows for efficient ticket routing and resolution Handle escalated IT issues that require management involvement or cross-team coordination Hire, onboard, and develop IT support team members Track and report on helpdesk metrics including ticket volume, resolution time, and user satisfaction Partner with the systems and security teams on IT improvement initiatives What We’re Looking For 5+ years of IT support experience with at least 2 years in a team lead or management role Experience managing helpdesk operations for a distributed or remote-first workforce Proficiency with IT ticketing platforms such as Zendesk, ServiceNow, or Freshservice Strong understanding of macOS, Windows, and Google Workspace administration Excellent coaching and people development skills Data-driven approach to service quality improvement Bachelor’s degree in Information Technology or a related field ITIL Foundation certification is preferred Benefits Competitive base salary commensurate with experience Performance bonus program tied to individual and company milestones Hybrid work environment with flexible scheduling Career growth opportunities across 30+ SaaS products and multiple verticals Front‑row seat at a technology company at the beginning of a major national expansion Collaborative, mission‑driven team environment Paid time off and company holidays Professional development and continuing education support Winixx Inc. is an equal opportunity employer. We evaluate all applicants on the basis of qualifications, experience, and demonstrated ability without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable law. The compensation range reflected in this posting represents the minimum and maximum target range for this position. Individual pay within the posted range is determined by a candidate's demonstrated experience, educational background, skill set, and geographic location. Final compensation is established at the time of offer and may fall anywhere within the stated range based on these factors. Compensation ranges reflect national US market data and are subject to change. Additional forms of compensation may include performance bonuses, equity participation, and other benefits as outlined in your offer documentation. #J-18808-Ljbffr