[Hiring] Global Help Desk Manager @Horizon3 AI

Role Description

We are seeking a Manager to lead our global IT support function. This is a hands-on leadership role for someone who can set direction, develop talent, and stay close enough to the work to improve employee support, operational efficiency, and the overall end-user experience across the company.

This role will lead the team responsible for delivering day-to-day help desk support, endpoint and identity administration, onboarding/offboarding, and end-user issue resolution across a distributed, remote-first organization. The ideal candidate brings strong IT operations experience, a customer-service mindset, and the ability to partner effectively across Security, Engineering, People, and business teams.

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.

Qualifications

• 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.

Requirements

• 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.

Required Tech Stack Experience

• Okta
• MDM platforms
• Ticketing/help desk systems
• Endpoint management tools
• Collaboration platforms (e.g., Slack, Google Workspace, Zoom)
• Asset management and device provisioning workflows

Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location.
• Competitive Compensation: We offer competitive salary, equity, and benefits, including health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.

Company Description

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them.