Global Help Desk Manager

🕒 May 27

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Horizon3.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

Horizon3.ai's mission is to help you find and fix attack vectors before attackers can exploit them. NodeZero, our autonomous penetration testing solution, enables organizations to continuously assess the security posture of their enterprise, including external, identity, on-prem, IoT, and cloud attack surfaces.

📋 Description

• 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.