Manager of Global Help Desk

Join our team as a Global Help Desk Manager, where you will lead our global IT support function, develop talent, and improve employee support and operational efficiency. This hands-on leadership role will oversee day-to-day help desk support, endpoint and identity administration, onboarding/offboarding, and end-user issue resolution across a distributed, remote-first organization. You will also drive continuous improvement across the support function and partner closely with Security and IT Engineering.

• Lead and manage the global IT support function, ensuring high-quality help desk support, endpoint and identity administration, and end-user issue resolution.
• Develop and implement processes related to identity and access support, endpoint management, and onboarding/offboarding operations to improve operational efficiency.
• Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience.
• 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
• Must have experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership
• 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 experience in IT support, help desk operations, or end-user services within a modern, distributed company
• Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible
• Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations
• 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 a strong customer-service mindset and the ability to balance responsiveness with operational discipline
• 2+ years of experience leading support analysts or serving as a technical lead in a help desk or IT operations function
• Prior experience managing escalations, improving support processes, and driving service quality in a hands-on capacity
• 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
• Experience supporting a distributed or remote-first workforce
• You know how to use ticket trends, SLA performance, and recurring issues to drive meaningful process and tooling improvements
• You’re a trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor
• Experience in high-growth SaaS or cybersecurity companies
• Experience with remote-first support models and global workforce support
• 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
• Relevant certifications such as ITIL, Jamf, Okta, Google Workspace, or similar
• 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
• Endpoint management tools
• MDM platforms
• Asset management and device provisioning workflows
• Okta
• Ticketing/help desk systems
• Collaboration platforms (e.g., Slack, Google Workspace, Zoom)