Information Technology Help Desk Manager

Our client, a fast-growing technology company serving thousands of clients nationwide, is hiring an IT Manager to own day-to-day service desk operations and help build out a growing support team. This is a hands-on role for someone who still likes being in the weeds — not a hands-off management position. You'll be the escalation point for the team's ticket queue, provide white-glove support to executive end users, and help stand up the structure for a team that will grow to four direct reports. What You'll Do - Own and run day-to-day service desk operations, acting as the escalation point for a team handling ~150 tickets per week

• Provide white-glove, high-touch IT support to executive end users
• Manage onboarding/offboarding, account provisioning, and endpoint lifecycle (deployment, refresh, recovery, disposal) for a distributed workforce
• Support hands-on hardware work at a nearby co-location data center site
• Lead and mentor a support team spread across multiple U.S. states as it grows to four direct reports
• Own software license tracking, renewals, and IT asset inventory
• Coordinate IT procurement, vendor access, and purchasing workflows
• Use — and help govern — AI-assisted tools within IT operations

What You Bring - 7+ years of experience in IT operations, service desk, or technical support leadership

• Hands-on and technically strong — comfortable working tickets personally, not just delegating
• Experience owning an ITSM/ticketing platform (e.g., Freshservice, ServiceNow, Zendesk, or similar) — configuring workflows and escalation paths, not just using one
• Experience with RMM/endpoint management tools (e.g., NinjaOne or similar)
• Solid networking and security fundamentals (DNS, firewalls, basic incident response)
• Experience supporting a distributed/remote team across multiple locations
• Comfortable using AI tools in an IT context, with a governance/risk-aware mindset
• Bachelor's degree or equivalent practical experience

Nice to Have - Experience in a regulated industry (banking, fintech, healthcare, etc.)

• $110,000–$130,000 base salary, bonus eligible based on performance
• Comprehensive medical, dental, and vision coverage
• Flexible PTO, company holidays, and parental/caregiver leave
• Immediately vested 401(k) with company contributions
• Onsite role based in Gilbert, AZ; minimal travel required
• Visa sponsorship is not available for this role

#J-18808-Ljbffr Headfarmer LLC