Global Help Desk Manager

Horizon3 AI

8d•$149,850 - $185,000•Remote

About The Position

Horizon3.ai is seeking a Manager to lead its global IT support function. This is a hands-on leadership role focused on setting direction, developing talent, and improving employee support, operational efficiency, and the overall end-user experience. The role will lead the team responsible for day-to-day help desk support, endpoint and identity administration, onboarding/offboarding, and end-user issue resolution in a distributed, remote-first organization. The ideal candidate will have strong IT operations experience, a customer-service mindset, and the ability to collaborate effectively across various departments. This position will directly contribute to employee productivity, operational reliability, and business continuity by strengthening the global support model.

Requirements

Strong experience in IT support, help desk operations, or end-user services within a modern, distributed company.
Deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations.
Experience leading or mentoring IT support professionals while remaining hands-on and technically credible.
Knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems.
Strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively.
Ability to work independently and as part of a team, with a strong sense of ownership and accountability.
Experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership.
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.
Okta
MDM platforms
Ticketing/help desk systems
Endpoint management tools
Collaboration platforms (e.g., Slack, Google Workspace, Zoom)
Asset management and device provisioning workflows

Nice To Haves

Led help desk or IT support teams in a fast-paced, high-growth environment and know how to scale support without losing service quality.
Comfortable being both a people manager and a hands-on escalation point for complex technical support issues.
Built or improved onboarding, offboarding, and endpoint support processes in ways that increased speed, consistency, and security.
Trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor.
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.

Responsibilities

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.
Recruiting and onboarding talented individuals to support organizational goals.
Mentoring, coaching, equipping, and developing the team.
Recognizing and retaining high performers.
Leading horizontally with peer management and senior leaders.