Global Help Desk Manager

🕒 Maio 27

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Horizon3.ai

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2019

A plataforma NodeZero™ capacita sua organização a continuamente encontrar, corrigir e verificar sua superfície de ataque explorável. Reduza seu risco de segurança ao encontrar autonomamente fraquezas em sua rede, sabendo como priorizá-las e corrigi-las, e verificando imediatamente se suas correções funcionam. O NodeZero oferece pentests autônomos seguros para produção e outras operações de avaliação chave que escalam através de seus maiores ambientes internos, externos, em nuvem e em nuvem híbrida. Sem necessidade de agentes, sem código para escrever e sem consultores para contratar. Somos uma fusão de ex-operadores cibernéticos das Operações Especiais dos EUA, engenheiros de startups e praticantes de cibersegurança anteriormente frustrados. Estamos comprometidos em ajudar a resolver nossos problemas comuns de segurança: ferramentas de segurança ineficazes, falsos positivos resultando em fadiga de alerta, pontos cegos, cultura de segurança "para cumprir tabela", escassez de habilidades em cibersegurança e o longo tempo e custo de contratar consultores externos.

Descrição

• 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

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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.