IT Helpdesk Manager

Delinea • Redwood City, CA

3d • Onsite

About The Position

Our growing technology company seeks an experienced IT professional to join our elite team. We are looking for a self-motivated, customer service-oriented IT Helpdesk Manager to provide internal technical support in an efficient and accurate manner, advise and assist project teams with technology needs, and assist with the maintenance and growth of our IT systems. You will be the company's front line for solving IT-related problems.

Requirements

• 7+ years of experience in IT support, endpoint management, or systems administration roles
• 3+ years of experience managing a technical support or Helpdesk team across multiple locations or time zones
• Strong background in endpoint hardware/software troubleshooting, deployment, and lifecycle management
• Experience implementing or managing endpoint management tools, imaging solutions, and patching processes
• Familiarity with VoIP systems, VDI environments, and common enterprise workstation platforms (Dell, Lenovo, Surface)
• Hands-on experience with Helpdesk or ITSM platforms such as Zendesk, Jira Service Management, or Freshservice
• Hands-on experience managing conference room technology and AV systems, including video conferencing platforms (Zoom Rooms, Teams Rooms) and related hardware (Logitech, Crestron, or equivalent)
• Working knowledge of remote access and collaboration tools, including GoToMeeting, Zoom, and Microsoft Teams
• Familiarity with macOS and cross-platform device support in enterprise environments
• Familiarity with corporate communication systems such as Teams and Slack
• Ability to respond to escalated incidents or critical issues during non-business hours when necessary
• Highly self-motivated with strong ownership of service quality, user satisfaction, and team performance
• Strong interpersonal and oral communication skills, with the ability to interface effectively with end users and leadership
• Excellent analytical, troubleshooting, and organizational skills with keen attention to detail

Nice To Haves

• Desired certifications: A+, Network+, Server+, MCP, or equivalent experience

Responsibilities

• Oversee daily Helpdesk operations, verifying the integrity and availability of end-user support services, reviewing escalated issues, and ensuring timely resolution across all locations.
• Coordinate OS, application, endpoint hardware, and VoIP support activities for on-site and remote users through effective team management and prioritization.
• Oversee endpoint lifecycle management, including deployment, configuration, upgrades, and replacement of desktops, laptops, and peripheral equipment.
• Manage ordering, tracking, and inventory of user devices and licensed software to ensure availability and accountability across departments.
• Ensure seamless employee onboarding and offboarding by maintaining standardized processes for account setup, access provisioning, and directory updates.
• Create and maintain organized end-user documentation and improve Helpdesk procedures to enhance service consistency and efficiency.
• Participate in project planning related to deploying, maintaining, and decommissioning end-user systems and support tools, ensuring Helpdesk readiness and communication.
• Provide daily management and direction for the IT Helpdesk across an international landscape, ensuring consistent service delivery and performance.
• Maintain on-site presence at headquarters, providing direct support for executive staff, managing conference room technology and AV systems, and coordinating local IT needs.

Benefits

• We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees