IT Helpdesk Manager

Penta Group • Washington, DC

18h • $90,000 - $100,000 • Hybrid

About The Position

Penta Group is a global company providing data-driven solutions to help clients achieve their objectives in an increasingly complex stakeholder environment. We provide cutting-edge intelligence products to help clients understand what their stakeholders think, see, and hear, and then leverage that intelligence to develop and execute effective, measurable strategies. Our global team brings decades of experience in business, government, communications, research, data science, and media. Our clients include companies across a variety of industries, including technology, financial services, energy, healthcare, and more. Penta has offices in New York, London, Washington, DC, San Francisco, Dublin, London, Brussels, Singapore, and Hong Kong. Penta Group’s IT Department: At Penta, our IT team is the backbone of our digital ecosystem architecting, monitoring, and securing the networks, systems, and cloud environments that power every corner of the organization. We deliver high-touch user support, ensure lightning-fast performance, and enforce rigorous security protocols and compliance standards all while proactively safeguarding data and mitigating emerging threats. Beyond maintenance, we drive innovation. From evaluating and deploying next-generation tools to streamlining workflows through automation and AI, we enable every team to work smarter and scale faster. By translating complex technology into practical solutions, the IT team empowers Penta’s people to push boundaries, achieve their goals, and keep our organization one step ahead in a dynamic digital world. Role Summary: As an IT Helpdesk Manager you will oversee the day-to-day operations of Penta Group’s internal global service desk, ensuring consistent, high-quality technical support for all employees. You’ll 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 Bachelor’s 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 premiums
• 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 savings
• Income Protection: Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance
• Paid Parental Leave: 12 weeks of paid parental leave for birthing and non-birthing parents
• Flexible Paid Time Off: Flexible Paid Time Off(PTO) policy and a generous holiday schedule
• A monthly cell phone stipend Frequent firm-wide social events and team-building activities
• 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 consultations
• Discounted employee-paid pet insurance coverage through Nationwide

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees