Global Help Desk Manager

Horizon3.ai

Global Help Desk Manager leading IT support in a growing cybersecurity company. Overseeing help desk operations, enhancing employee support and operational efficiency across remote teams.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $149,850 - $185,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supporthelp desk operationsend-user servicesendpoint supportidentity and access administrationdevice lifecycle managementservice desk operationsmetrics and reportingtroubleshootingprocess improvement

Soft Skills

leadershipmentoringcommunicationcustomer serviceownershipaccountabilityteamworkproblem-solvingintegrityadaptability