Help Desk Manager

Harrington • Chino, CA

5d

About The Position

Harrington Process Solutions is looking for an experienced IT Helpdesk Manager to lead our technical support team and drive a high level of service across the organization. Reporting to the Chief Information Officer, this role is ideal for a strong people leader who is also technically hands-on. We’re looking for someone who can develop a team, improve helpdesk operations, and still jump in to troubleshoot complex issues when needed.

Requirements

• 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
• 5+ years of technical leadership or management experience.
• Strong hands-on troubleshooting experience in a mid-size or large enterprise environment.
• Strong knowledge of Microsoft 365, Active Directory, Azure, Windows Server, PowerShell, Group Policy, and endpoint technologies.
• Experience with ITSM/ticketing systems and IT asset management.
• Strong leadership, communication, customer service, and problem-solving skills.
• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.

Nice To Haves

• ITIL, PMP, or Microsoft certifications
• Experience with Freshservice, ServiceNow, or similar platforms
• Experience supporting multi-site organizations

Responsibilities

• Lead, coach, and develop the Helpdesk and End User Support team.
• Oversee daily helpdesk operations, escalations, SLAs, KPIs, and service delivery.
• Serve as an escalation point for complex hardware, software, networking, Microsoft 365, and endpoint issues.
• Improve helpdesk processes, workflows, documentation, and ITIL-based practices.
• Manage the lifecycle and inventory of company IT assets.
• Lead and support hardware refreshes, software deployments, migrations, upgrades, and other IT projects.
• Partner across IT and the business to identify recurring issues and implement long-term solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager