This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Global Helpdesk based in the United States.
This is a high-impact leadership opportunity for an experienced IT operations professional to oversee global helpdesk services supporting a complex, fast-scaling organization. In this role, you will lead end-to-end IT support operations across hardware, software, and SaaS ecosystems, ensuring seamless 24/7 service delivery for a distributed workforce. You will be responsible for building efficient systems, strengthening endpoint security, and driving operational excellence across global IT workflows. Acting as a key escalation point and strategic partner to internal stakeholders, you will help shape the future of IT support infrastructure. This position is ideal for a hands-on leader who thrives in dynamic environments and is passionate about combining technical depth with service excellence.
Accountabilities
- Lead global helpdesk operations, ensuring high-quality, 24/7 IT support coverage across a distributed workforce and multiple time zones.
- Oversee IT asset lifecycle management, including inventory governance, hardware provisioning, audits, and end-to-end device accountability.
- Manage endpoint security and compliance programs, ensuring all devices meet security standards through MDM, antivirus, patching, and policy enforcement.
- Direct SaaS operations and identity lifecycle management, including provisioning, access control (RBAC), and secure onboarding/offboarding processes.
- Design and optimize IT workflows and automation for HRIS, SaaS systems, and enterprise provisioning tools.
- Lead escalation management for complex IT incidents, executive support issues, and high-priority service disruptions.
- Oversee warehouse and logistics operations for IT hardware, including secure handling, data sanitization, and asset reclamation processes.
- Manage and mentor global support teams, driving performance standards, service quality, and continuous improvement initiatives.
- Partner cross-functionally with HR, Security, and Engineering teams to align IT services with business and compliance requirements.
- Ensure accurate documentation, ticket quality, reporting standards, and continuous improvement of helpdesk performance metrics.
Requirements
- Minimum of 6+ years of experience in IT operations, helpdesk management, or enterprise IT support leadership.
- Strong experience managing mixed environments including macOS, Windows, and Linux systems.
- Deep expertise with IT service management tools such as Jira and enterprise helpdesk platforms.
- Experience with MDM solutions, Apple Business Manager, Google Workspace, and Microsoft administration.
- Proven ability to design and implement IT workflows, automation, and HRIS-to-IT provisioning integrations.
- Strong understanding of endpoint security, asset management, and enterprise IT compliance frameworks.
- Demonstrated leadership experience managing distributed teams and 24/7 support operations.
- Excellent communication skills with the ability to translate complex technical and security requirements into clear operational policies.
- Strong problem-solving, escalation management, and stakeholder engagement capabilities.
- Must meet U.S. work authorization requirements and be able to support operational coverage needs across extended support windows.
Benefits
- Competitive base salary with additional bonus, equity, and performance-based compensation components.
- Comprehensive medical, dental, and vision insurance coverage.
- 401(k) retirement plan with employer contributions.
- Unlimited paid time off and paid holidays.
- Paid parental leave and family support programs.
- Home technology stipend and employee wellness benefits.
- Flexible remote or hybrid work arrangements depending on location.
- Strong professional development and leadership growth opportunities.
- Collaborative environment focused on innovation, autonomy, and operational excellence.