Help Desk Manager
E2 Consulting Engineers, LP•Emeryville, CA
•$110,000 - $165,000•Hybrid
About The Position
The Help Desk Manager works in a Microsoft 365 environment to effectively lead a team of IT support staff, consistently serving the needs of business stakeholders.
Requirements
- Bachelor’s degree in information technology, computer science, business, or a related field preferred. Equivalent relevant experience may be considered
- 5 or more years of progressive help desk or end-user support experience, including at least four years in a supervisory or management capacity in Microsoft 365 environment
- Experience creating operational documentation, knowledge-base content, support procedures, and management reports
- Experience supporting mobile smart devices, remote users, office locations, and hybrid support workflows
- Hands-on experience with Microsoft Entra ID, Intune, endpoint administration, Windows support, and Microsoft Autopilot
Nice To Haves
- ITIL, Microsoft, CompTIA, HDI, or related service-management and technical certifications
Responsibilities
- Maintain clear communication with users, IT leadership, business stakeholders, vendors, and remote offices regarding service status, planned work, risks, and major incidents
- Participate in IT planning, budgeting, operational reporting, audits, and business continuity activities as assigned
- Partner with Infrastructure & Systems, Power Platform, and Security, Compliance & Governance teams to coordinate changes, resolve cross-functional issues, and improve the end-user technology experience
- Develop and maintain help desk procedures, knowledge articles, troubleshooting standards, escalation paths, onboarding and offboarding checklists, and asset records
- Establish and monitor service-level expectations, including response time, resolution time, ticket aging, backlog, customer satisfaction, first-contact resolution, and reopen rates
- Promote compliance with company security requirements, access-control processes, software standards, data-handling practices, and incident-reporting procedures
- Review ticket trends and service data to identify recurring issues, capacity constraints, training needs, and opportunities for automation or process improvement
- Lead, coach, schedule, and develop help desk personnel while maintaining key performance indicators
- Oversee daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closure
- Oversee the deployment, configuration, replacement, and lifecycle management of Windows PCs using Microsoft Autopilot and related endpoint management processes
- Serve as the primary escalation point for complex, high-impact, or time-sensitive incidents and coordinate communication through resolution
- Coordinate vendor support and technology purchasing related to help desk services, devices, peripherals, warranties, licensing, and repairs
- Ensure consistent support for Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, Exchange Online, Microsoft Entra ID, Intune, and related collaboration services
- Ensure reliable support for mobile smart devices that access company systems, including configuration, connectivity, security compliance, and user assistance
- Provide hands-on support when needed and perform additional IT leadership or support duties as assigned
Benefits
- health, dental, vision, and life insurance
- 401(k) with employer match
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
