Help Desk Manager

Purposebrands

Help Desk Manager leading technology support for PB-level employees across all brands. Overseeing operations, onboarding, and lifecycle management of employee hardware and software tools.

Posted 7/31/2026full-timeBoca Raton • Florida, Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $84,000 - $108,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Help Desk operations, including onboarding and offboarding processes, asset tracking, and endpoint lifecycle management. Proficient in providing technical leadership and support for Microsoft 365, video conferencing technologies, and identity and access management systems.

Highest-signal resume keywords

Help Desk Operations ManagementMicrosoft 365 AdministrationIdentity And Access ManagementITIL PrinciplesTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Endpoint TroubleshootingAsset TrackingOnboarding/Offboarding ManagementVideo Conferencing SupportTicketing Systems

Soft Skills

CommunicationLeadershipProblem-SolvingCustomer ServiceTeam Development

Tools & Technologies

Microsoft 365ZoomMicrosoft TeamsOktaAzure Active Directory

Certifications & Qualifications

CompTIA A+Microsoft CertificationITIL Certification

Industry Keywords

Help DeskIT SupportService Level AgreementDocumentationContinuous Improvement

Tech Stack

Tools & technologies

AzureITSMMacOS

About the role

Key responsibilities & impact

Lead the daily operations of the Help Desk team, ensuring timely, high-quality technology support for PB-level employees.
Supervise and coach Help Desk staff, fostering a culture of responsiveness, accountability, and continuous improvement.
Oversee onboarding and offboarding processes, including account provisioning, hardware deployment and recovery, and system access management.
Manage the full lifecycle of employee devices and tools, ensuring accurate tracking, maintenance, upgrades, and secure disposal.
Provide technical leadership and escalation support for Level 1 issues, including endpoint troubleshooting, software access, and peripheral device problems.
Administer and support Microsoft 365 suite, Windows/macOS operating systems, and endpoint security tools.
Oversee support for video conferencing technologies including Zoom and Microsoft Teams, ensuring high availability and usability.
Manage and troubleshoot issues related to identity and access management systems (e.g., Okta, Azure AD).
Maintain and continuously improve Help Desk documentation, internal knowledge bases, and standard operating procedures.
Monitor service queues, analyze trends in ticket volumes and SLA performance, and implement process improvements based on data insights.
Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service delivery.
Support internal audits and compliance initiatives through effective documentation, device controls, and account governance.

Requirements

What you’ll need

4+ years of experience in IT support or Help Desk operations, including at least 1 year in a supervisory or team lead role.
Hands-on experience managing support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows and macOS environments.
Proficient in supporting video conferencing platforms such as Zoom and Microsoft Teams.
Working knowledge of identity and access management platforms (e.g., Okta, Azure Active Directory).
Strong understanding of ITIL principles and experience with ticketing systems such as Zendesk or Jira Service Management.
Proven ability to manage onboarding/offboarding, asset tracking, and endpoint lifecycle processes.
Excellent communication, leadership, and problem-solving skills with a focus on customer service and team development.
Experience working with hybrid or distributed support teams across multiple time zones.
Associate’s or Bachelor’s degree in Information Technology or a related field preferred; relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus.

Benefits

Comp & perks

Medical, Dental and Vision Coverage
Hybrid Work Environment
Life and Disability Insurance
Unlimited Time off + Paid Holidays
Flexible Friday's between Memorial Day and Labor Day
401(K) Savings Plan Matching at 4%
10 Coaching and Therapy sessions
Mental Health Benefits
Brand Discounts & Reimbursements
In-house workout facilities
Professional Development Opportunities
Team Building, Employee Engagement Activities & so much more