Global Help Desk Manager

We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and false positives, resulting in alert fatigue, blind spots, "checkbox” sec...

We are seeking a Manager to lead our global IT support function. This is a hands-on leadership role for someone who can set direction, develop talent, and stay close enough to the work to improve employee support, operational efficiency, and the overall end-user experience across the company.

This role will lead the team responsible for delivering day-to-day help desk support, endpoint and identity administration, onboarding/offboarding, and end-user issue resolution across a distributed, remote-first organization. The ideal candidate brings strong IT operations experience, a customer-service mindset, an...

This role will be responsible for…..
Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes
Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements
Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs
Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce
Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely
Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management
Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration
Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently
Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience
Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies
Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms
Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership
Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities
Demonstrate a commitment to integrity, process improvement, and customer satisfaction
Recruiting and onboarding talented individuals to support our organizational goals
Mentoring, coaching, equipping, and developing your team
Recognizing and retaining high performers
Leading horizontally with peer management and senior leaders

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Must have strong experience in IT support, help desk operations, or end-user services within a modern, distributed company
Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations
Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible
Must be knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems
Must have strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively
Must be able to work independently and as part of a team, with a strong sense of ownership and accountability
Must have experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership
Must have a strong customer-service mindset and the ability to balance responsiveness with operational discipline
Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience
6+ years of experience in IT support, help desk, or IT operations
2+ years of experience leading support analysts or serving as a technical lead in a help desk or IT operations function
Experience supporting a distributed or remote-first workforce
Prior experience managing escalations, improving support processes, and driving service quality in a hands-on capacity

Okta
MDM platforms
Ticketing/help desk systems
Endpoint management tools
Collaboration platforms (e.g., Slack, Google Workspace, Zoom)
Asset management and device provisioning workflows
You’ve led help desk or IT support teams in a fast-paced, high-growth environment and know how to scale support without losing service quality
You’re comfortable being both a people manager and a hands-on escalation point for complex technical support issues
You’ve built or improved onboarding, offboarding, and endpoint support processes in ways that increased speed, consistency, and security
You’re a trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor
You know how to use ticket trends, SLA performance, and recurring issues to drive meaningful process and tooling improvements
Experience with remote-first support models and global workforce support
Relevant certifications such as ITIL, Jamf, Okta, Google Workspace, or similar
Experience in high-growth SaaS or cybersecurity companies