Penta Group

IT Helpdesk Manager

Penta Group

full-time

Posted on:

Location Type: Hybrid

Location: Washington, DC • District of Columbia, Washington • 🇺🇸 United States

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Salary

💰 $90,000 - $100,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudITSMServiceNow

About the role

  • Oversee the day-to-day operations of Penta Group’s internal global service desk, ensuring consistent, high-quality technical support for all employees
  • Be responsible for maintaining operational excellence across the helpdesk function, driving adherence to SLAs and resolution targets, and ensuring a seamless end-user support experience
  • Lead and develop the helpdesk team, optimize processes, and play a pivotal role in shaping the IT support roadmap
  • Manage ticket workflows, enforce SLAs and escalation procedures, and ensure consistent, efficient service across all regions and shifts
  • Maintain dashboards and reports on KPIs such as ticket volume, resolution times, SLA adherence, and customer satisfaction
  • Support IT leadership in shaping the helpdesk roadmap. Participate in or lead projects involving new tools, service enhancements, and support process improvements
  • Oversee helpdesk tools for ticketing, remote support, and asset management, maintaining the internal knowledge base and ensuring standardized procedures across the team
  • Partner with IT, Security, HR, and business units on technology initiatives, support needs, and major deployments. Serve as an escalation point for complex issues
  • Ensure helpdesk operations follow internal security, data protection, and compliance requirements

Requirements

  • A Bachelor’s degree in IT or related field, and/or 5+ years of experience in IT support operations
  • One or more years of leadership experience in a helpdesk or technical support environment
  • Strong knowledge of ITSM principles, SLAs, and escalation management
  • Advanced knowledge of Microsoft 365 and Google Workspace environments, including network diagnostics, cloud platform governance, and security solution management
  • Exceptional experience providing desktop support for Windows machines
  • Experience with helpdesk tools (e.g. Atera, Freshservice, Zendesk, ServiceNow, etc.)
  • A solid understanding of hardware, software, networking, and troubleshooting fundamentals
  • Excellent communication, organizational, and analytical skills
  • The ability to balance strategy with hands-on support when needed
  • Demonstrated past success driving operational efficiency and customer satisfaction
  • Past experience with Okta, or Cisco Duo, is a plus
  • Experience troubleshooting, and providing support, for Mac machines is a plus
Benefits
  • Healthcare Coverage: Excellent medical, vision, and dental insurance through Cigna and UNUM, with the company covering 88% of individual employee premiums and 50% of dependent premiums​
  • Retirement Benefits: A 401(k) plan with a generous employer match, contributing 100% on the first 3% of salary deferred and 50% on the next 2%, helping employees maximize their retirement savings​
  • Income Protection: Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance
  • Paid Parental Leave: 12 weeks of paid parental leave​ for birthing and non-birthing parents
  • Flexible Paid Time Off: Flexible Paid Time Off(PTO) policy and a generous holiday schedule​
  • A monthly cell phone stipend
  • Frequent firm-wide social events and team-building activities​
  • Access to Employee Assistance Programs (EAP), including confidential counseling and resources for personal and work-related issues
  • Health & Wellness Initiatives, including a gym membership program (One Pass Select), mental health resources, and access to virtual health consultations​
  • Discounted employee-paid pet insurance coverage through Nationwide​

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT support operationsITSM principlesSLAsescalation managementMicrosoft 365Google Workspacedesktop supportnetwork diagnosticstroubleshootinghardware and software fundamentals
Soft skills
leadershipcommunicationorganizationalanalyticaloperational efficiencycustomer satisfactionstrategic thinkinghands-on support