IT Helpdesk Manager

Inductive Automation LLC • Folsom, CA

12d • Hybrid

About The Position

The IT Helpdesk Manager is responsible for the leadership, strategy, and overall performance of the organization's IT Helpdesk function. This role oversees end-user technical support operations, new employee IT onboarding, and the delivery of Level 1 and Level 2 support services. The IT Helpdesk Manager leads and develops a team of support professionals, sets team goals and service standards, and partners with IT leadership and other departments to ensure a consistent, high-quality end-user experience that supports the organization's operational objectives. This is a full-time role with hybrid opportunities available.

Requirements

• 5+ years of experience in an IT support or helpdesk-related field
• 2+ years in a supervisory or team lead capacity
• Strong working knowledge of end-user computing environments, including hardware, operating systems, productivity software, and common enterprise applications
• Experience with Active Directory and/or Microsoft Intune, MacOS management, including user account management, device management, and access provisioning
• Experience with helpdesk ticketing platforms (e.g., ServiceNow, Jira, Zendesk, or similar)
• Proven ability to lead, develop, and motivate a technical support team
• Strong analytical skills with the ability to interpret support data and drive continuous improvement
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders
• Ability to work collaboratively across cross-functional teams and adapt to shifting priorities
• Knowledge of IT security principles and best practices as they relate to end-user support
• Familiarity with compliance requirements and regulations, including ISO 27001

Responsibilities

• Managing the overall operations and day to day of the IT Helpdesk, ensuring timely and effective resolution of end-user support requests within established SLAs
• Supervising, mentoring, and developing Helpdesk team members, including conducting performance evaluations and reviews in coordination with IT management
• Overseeing the new employee IT onboarding program, ensuring a smooth and consistent setup experience for all incoming staff
• Establishing and enforcing helpdesk policies, procedures, and best practices to maintain a high standard of service quality and operational consistency
• Monitoring support queue performance and team workload, making staffing and prioritization decisions to ensure service levels are maintained
• Analyzing support trends and ticket data to identify recurring issues, drive proactive resolutions, and reduce overall incident volume
• Evaluating and managing risks to service delivery, identifying potential impacts to end-user productivity and escalating appropriately
• Partnering with IT Infrastructure, Cloud, and other teams to ensure complex issues beyond Level 2 scope are escalated and resolved efficiently
• Overseeing helpdesk-related projects from planning through completion, defining scope, coordinating with stakeholders, and ensuring objectives are met on time
• Serving as a primary point of contact between the IT Division and other divisions for end-user support needs, escalations, and service-related inquiries
• Maintaining and updating helpdesk documentation, knowledge base resources, and process workflows
• Coordinating with the IT Procurement team on hardware and software needs for the Helpdesk, providing requirements and supporting purchasing decisions as needed

Benefits

• 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance
• Paid Time Off: Receive paid holidays, vacation, and sick time
• 401k with Match: Save for the future with our company-matching 401k program
• World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball
• Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed