IT Helpdesk Manager

Cynet Systems•Chino, CA

About The Position

The IT Helpdesk Manager will be responsible for overseeing helpdesk operations, developing and improving processes, and leading a team of technical support professionals. This role requires strong leadership, expert troubleshooting skills, and a deep understanding of IT service management best practices. The manager will also be involved in IT asset management and project management, ensuring the efficient and effective delivery of IT support services across the organization.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
5+ years of leadership or management experience overseeing technical support teams.
Demonstrated success managing helpdesk operations within a mid-size to large enterprise environment.
Expert-level troubleshooting skills across endpoint devices, printers, and mobile technologies.
Strong technical background with the ability to remain hands-on when needed.
Knowledge of ITIL-based service management best practices.
Helpdesk skills.
Technical Support skills.
Team Leadership skills.
IT Asset Management skills.
Project Management skills.
Microsoft 365 knowledge.
Networking knowledge.
Endpoint Devices knowledge.
Troubleshooting skills.

Responsibilities

Develop and improve helpdesk processes, workflows, knowledge base content, and support documentation.
Analyze support trends and metrics to identify opportunities for increased efficiency and service quality.
Drive adoption of ITIL-based service management best practices.
Ensure consistent delivery of high-quality customer support across all locations and departments.
Manage relationships with technology vendors and support partners.
Serve as the first escalation point for complex technical issues involving hardware, software, networking, Microsoft 365, endpoint devices, and enterprise applications.
Demonstrate advanced troubleshooting skills and guide team members through root cause analysis and problem resolution.
Remain actively involved in support operations and provide hands-on technical assistance when necessary.
Lead major incident response efforts and ensure timely communication and resolution.
Identify recurring issues and implement long-term corrective actions.
Lead, mentor, coach, and develop a team of Helpdesk and End User Support professionals.
Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement.
Conduct performance reviews, goal setting, career development planning, and regular coaching sessions.
Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics.
Manage staffing requirements, scheduling, workload distribution, and escalation management.
Own and manage the complete lifecycle of IT assets, including procurement, deployment, tracking, maintenance, refresh, and retirement.
Ensure accurate inventory management of hardware, software licenses, peripherals, and mobile devices.
Develop and maintain asset management policies, standards, and documentation.
Partner with procurement and vendors to optimize asset utilization and control costs.
Conduct periodic asset audits and ensure compliance with organizational standards.
Lead or participate in IT projects related to desktop support, hardware refreshes, software deployments, system upgrades, migrations, and workplace technology initiatives.
Coordinate project planning, resource allocation, timelines, risks, and stakeholder communications.
Ensure projects are delivered on schedule, within scope, and aligned with business objectives.
Collaborate with infrastructure, security, networking, and application teams to execute cross-functional initiatives.