IT Helpdesk Manager

Penta Group•Washington, DC

1d•$90,000 - $100,000•Hybrid

About The Position

As an IT Helpdesk Manager you will oversee the day-to-day operations of Penta Groupâs internal global service desk, ensuring consistent, high-quality technical support for all employees. Youâll also be responsible for maintaining operational excellence across the helpdesk function, driving adherence to SLAs and resolution targets, and ensuring a seamless end-user support experience. Finally, you will lead and develop the helpdesk team, optimize processes, and play a pivotal role in shaping the IT support roadmap. This role is a great fit for someone who enjoys partnering on strategic initiatives, leading operational improvement projects, and ensuring the helpdesk operates as a high-performing, metrics-driven function aligned with organizational goals.

Requirements

A Bachelorâs degree in IT or related field, and/or 5+ years of experience in IT support operations
One or more years of leadership experience in a helpdesk or technical support environment
Strong knowledge of ITSM principles, SLAs, and escalation management
Advanced knowledge of Microsoft 365 and Google Workspace environments, including network diagnostics, cloud platform governance, and security solution management
Exceptional experience providing desktop support for Windows machines
Experience with helpdesk tools (e.g. Atera, Freshservice, Zendesk, ServiceNow, etc.)
A solid understanding of hardware, software, networking, and troubleshooting fundamentals
Excellent communication, organizational, and analytical skills
The ability to balance strategy with hands-on support when needed
Demonstrated past success driving operational efficiency and customer satisfaction

Nice To Haves

Past experience with Okta, or Cisco Duo, is a plus
Experience troubleshooting, and providing support, for Mac machines is a plus

Responsibilities

Lead, mentor, and support helpdesk technicians to ensure strong performance, exceptional customer service, and continuous skill growth
Manage ticket workflows, enforce SLAs and escalation procedures, and ensure consistent, efficient service across all regions and shifts
Maintain dashboards and reports on KPIs such as ticket volume, resolution times, SLA adherence, and customer satisfaction
Support IT leadership in shaping the helpdesk roadmap. Participate in or lead projects involving new tools, service enhancements, and support process improvements
Oversee helpdesk tools for ticketing, remote support, and asset management. -- Maintain the internal knowledge base and ensure standardized procedures across the team
Partner with IT, Security, HR, and business units on technology initiatives, support needs, and major deployments. Serve as an escalation point for complex issues
Ensure helpdesk operations follow internal security, data protection, and compliance requirements

Benefits

Healthcare Coverage: Excellent medical, vision, and dental insurance through Cigna and UNUM, with the company covering 88% of individual employee premiums and 50% of dependent premiumsâ
Retirement Benefits: A 401(k) plan with a generous employer match, contributing 100% on the first 3% of salary deferred and 50% on the next 2%, helping employees maximize their retirement savingsâ
Income Protection: Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance
Paid Parental Leave: 12 weeks of paid parental leaveâ for birthing and non-birthing parents
Flexible Paid Time Off: Flexible Paid Time Off(PTO) policy and a generous holiday scheduleâ
A monthly cell phone stipend
Frequent firm-wide social events and team-building activitiesâ
Access to Employee Assistance Programs (EAP), including confidential counseling and resources for personal and work-related issues
Health & Wellness Initiatives, including a gym membership program (One Pass Select), mental health resources, and access to virtual health consultationsâ
Discounted employee-paid pet insurance coverage through Nationwideâ