Helpdesk Manager

The Helpdesk Manager leads the IT helpdesk team supporting Internet Brands offices and owns the quality of IT service in the office. You will manage the team day to day, meet SLAs, help with escalated issues, and work with business stakeholders and executives to keep users productive. You will also lead our effort to use AI and automation to resolve routine requests faster and free up the team for higher-value work.

What You’ll Do

Manage the team

• Directly manage helpdesk staff, including scheduling, coverage, and workload distribution

• Track performance metrics and make sure the team meets response and resolution SLAs

• Coach and develop team members, using ticket and call data to give specific, targeted feedback

• Build a collaborative, customer-focused team culture

• Step in as a hands-on technical lead on escalated incidents and complex troubleshooting

Run office IT operations

• Own the quality of technology services in the office, including conference rooms, employee desk setups, IT onboarding, printers, tech walk-up areas, and IT storage

• Provide priority support to senior leadership

• Partner with facilities, network, and infrastructure teams to keep systems stable

• Track user satisfaction scores and act on what they show

• Make sure the team follows IT policies, security standards, and compliance requirements

Manage assets and vendors

• Maintain the IT asset inventory, including procurement, tracking, and replacement

• Follow procurement policies, approval workflows, and budget guidelines

• Coordinate license renewals, equipment orders, and vendor relationships

• Run periodic audits for compliance, budget, and security

Use AI and automation to improve support

• Implement and tune AI tools (e.g., chatbots, agentic AI) to resolve frequent requests automatically, such as Active Directory lockouts, password resets, and software provisioning

• Keep the knowledge base and helpdesk SOPs current and well structured so both people and AI tools can use them

• Use AI-driven QA tools (e.g., RingSense AI, automated ticket auditing) to track sentiment, ticket categorization accuracy, and first-contact resolution

• Review ticket trends regularly to find recurring low-complexity issues and propose new automation

Communicate

• Serve as the main point of contact for helpdesk services in your office and region

• Report to management on issues, service trends, and opportunities for improvement

• Manage expectations with internal business units and key stakeholders

Required

• 7+ years managing or supervising in a helpdesk or IT support environment, with direct management of a technical team

• Strong technical troubleshooting and escalation management skills

• Experience with Active Directory and Google Workspace

• Experience with ITSM platforms (e.g., ServiceDesk Plus, YouTrack)

• Working knowledge of TCP/IP, DNS, and DHCP, and experience troubleshooting VPN, Wi-Fi, and basic connectivity

• Ability to analyze performance data, spot trends, and drive process improvements

• Strong communication, interpersonal, and organizational skills

Preferred

• Bachelor’s degree in Engineering, Computer Science, or a related field (equivalent experience considered)

• Experience with Endpoint Central, Microsoft Intune, and/or Jamf Pro

• Familiarity with Windows Autopilot and Apple Business Manager

• Familiarity with MFA and SSO technologies, including SAML and OAuth

• Experience with PowerShell

• Experience implementing AI or automation tools in an IT support setting