IT Helpdesk Manager

Job Summary

Seeking a hands-on IT Helpdesk Manager to lead a remote team of helpdesk technicians while managing day-to-day support, ticket resolution, and process improvements in a fast-paced environment.

Key responsibilities

• Lead and mentor a team of IT support technicians, ensuring timely and high-quality request resolution
• Oversee day-to-day helpdesk operations, including ticket intake, triage, and resolution via an ITSM platform
• Manage IT vendor relationships and oversee the hardware and software asset lifecycle from procurement to decommission

Required qualifications

• 5+ years of IT support or operations experience, with at least 2+ years in a lead or managerial role
• Deep proficiency in Microsoft 365 and/or Google Workspace administration
• Hands-on experience with Azure AD/Entra ID for identity and access management
• Demonstrated experience with MDM/UEM, including endpoint compliance monitoring
• Proven SLA ownership and KPI reporting in a helpdesk or service desk environment