horizon3ai - Manager, Global Help Desk

• This role will be responsible for….. • 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 • AS A MANAGER, YOU WILL BE RESPONSIBLE FOR: • Recruiting and onboarding talented individuals to support our organizational goals • Mentoring, coaching, equipping, and developing your team • Recognizing and retaining high performers • Leading horizontally with peer management and senior leaders • 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 • MDM platforms • Ticketing/help desk systems • Endpoint management tools • Collaboration platforms (e.g., Slack, Google Workspace, Zoom) • Asset management and device provisioning workflows • What Sets You Apart? • You’ve led help desk or IT support teams in a fast-paced, high-growth environment and know how to scale support without losing service quality • You’re comfortable being both a people manager and a hands-on escalation point for complex technical support issues • You’ve built or improved onboarding, offboarding, and endpoint support processes in ways that increased speed, consistency, and security • You’re a trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor • You know how to use ticket trends, SLA performance, and recurring issues to drive meaningful process and tooling improvements • Experience with remote-first support models and global workforce support • Relevant certifications such as ITIL, Jamf, Okta, Google Workspace, or similar • Experience in high-growth SaaS or cybersecurity companies