Help Desk Manager
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Job Description
Harrington Industrial Plastics is seeking an experienced IT Help Desk Manager to lead high-level technical support for the organization’s end users. This role reports to the Chief Information Officer and blends day-to-day helpdesk leadership with hands-on troubleshooting and ongoing improvements to service delivery.
Based onsite in Chino, CA (14480 Yorba Avenue), this position supports helpdesk operations, complex escalations, and IT service practices across the business.
What you’ll do
- Lead, coach, and develop the Helpdesk and End User Support team.
- Oversee daily helpdesk operations, including escalations, SLAs, KPIs, and service delivery.
- Act as an escalation point for complex issues involving hardware, software, networking, Microsoft 365, and endpoints.
- Improve helpdesk operations through updated processes, workflows, and documentation, aligned with ITIL-based practices.
- Manage the lifecycle and inventory of company IT assets.
- Lead and support IT initiatives such as hardware refreshes, software deployments, migrations, and upgrades.
- Collaborate with IT and the business to find recurring problems and implement long-term solutions.
What you’ll need
- 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
- 5+ years of technical leadership or management experience.
- Strong hands-on troubleshooting experience in a mid-size or large enterprise environment.
- Strong knowledge of Microsoft 365, Active Directory, Azure, Windows Server, PowerShell, Group Policy, and endpoint technologies.
- Experience with ITSM/ticketing systems and IT asset management.
- Strong skills in leadership, communication, customer service, and problem-solving.
- A Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
Tools and technologies
- Microsoft 365, Active Directory, Azure, Windows Server, PowerShell, Group Policy
- Endpoint technologies
- ITSM, IT asset management, ITIL
- Freshservice, ServiceNow, and similar platforms
- PMP (listed as a relevant certification)
Compensation and schedule
- Salary: USD 80,000 - 110,000 per year
- Pay type: Salary
- Location: Onsite, Chino, CA
Benefits
- Medical plans (HDHP/HSA with monthly company contributions or PPO option)
- Spousal HRA (SIHRA covers 100% of eligible expenses up to $9,400 per individual or $18,800 per family each calendar year)
- FSAs for health and dependent care expenses
- Dental (comprehensive, including orthodontic care for both children and adults)
- Vision (includes discounts on Lasik)
- Telehealth & Concierge (24/7 healthcare access with prescription services for enrolled members)
- Life Insurance and AD&D (company paid)
- Long Term Disability (company paid LTD program)
- Optional coverages including short term disability, voluntary pet care, identity protection, voluntary life insurance with optional dependent coverage, plus supplemental critical illness, accident, and hospital indemnity
- Employee Assistance Program
- 401(K) & Roth (100% company match on the first 3%, plus 0.5 match on the 4th and 5th%)
- Paid Time Off (start with 3 weeks, with the potential to accrue up to 5 weeks per year)
- Holidays (7 paid holidays, including the day after Thanksgiving)
- Additional leave for jury duty, witness duty, and bereavement leave
Preferred
- ITIL, PMP, or Microsoft certifications
- Experience with Freshservice, ServiceNow, or similar platforms
- Experience supporting multi-site organizations
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