Help Desk Manager

Harrington Process Solutions•Chino, CA

6d•$80,000 - $110,000•Onsite

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.

Benefits

Medical Plans: Choose from HDHP/HSA (with monthly company contributions) or a PPO option.
Spousal HRA: SIHRA covers 100% of eligible expenses up to $9,400 per individual or $18,800 per family each calendar year.
FSAs: Flexible spending options for health and dependent care expenses.
Dental: Comprehensive, including orthodontic care for both children and adults
Vision: Includes discounts on Lasik.
Telehealth & Concierge: 24/7 healthcare access with prescription services for enrolled members.
Life Insurance and AD&D: Company paid life and AD&D coverage
Long Term Disability: Company paid LTD program
Optional Coverages: Short term disability, voluntary pet care, identity protection, voluntary life insurance with optional dependent coverage, plus supplemental critical illness, accident, and hospital indemnity.
Employee Assistance Program: Professional support for employees during critical times.
Disability: Options for both short- and long-term coverage.
401(K) & Roth: 100% company match on the first 3%, plus 0.5 match on the 4th and 5th%
Paid Time Off: Start with 3 weeks, with the potential to accrue up to 5 weeks per year.
Holidays: 7 paid holidays, including the day after Thanksgiving.
Additional Leave: Coverage for jury duty, witness duty, and bereavement leave.