Global Help Desk Manager

Role Overview

• Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes
• Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements
• Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs
• Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce
• Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely
• Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management
• Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration
• Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently
• Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience
• Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies
• Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms
• Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership
• Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities
• Demonstrate a commitment to integrity, process improvement, and customer satisfaction

Requirements

• Must have strong experience in IT support, help desk operations, or end-user services within a modern, distributed company
• Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations
• Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible
• Must be knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems
• Must have strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively
• Must be able to work independently and as part of a team, with a strong sense of ownership and accountability
• Must have experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership
• Must have a strong customer-service mindset and the ability to balance responsiveness with operational discipline
• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience
• 6+ years of experience in IT support, help desk, or IT operations
• 2+ years of experience leading support analysts or serving as a technical lead in a help desk or IT operations function
• Experience supporting a distributed or remote-first workforce
• Prior experience managing escalations, improving support processes, and driving service quality in a hands-on capacity.

Benefits

• Health, vision & dental insurance for you and your family
• Flexible vacation policy
• Generous parental leave
• Equity package in the form of stock options
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.