Help Desk Manager

The Help Desk Manager leads the IT helpdesk team for Internet Brands, supporting office locations on-site in El Segundo, CA. This role owns the quality of in-office IT services, manages day-to-day helpdesk operations, and improves resolution speed through automation and AI-driven workflows.

Key Responsibilities

• Directly manage helpdesk staff, including scheduling, coverage, and workload distribution
• Track helpdesk performance metrics to ensure the team meets response and resolution SLAs
• Coach and develop team members using ticket and call data to deliver specific, targeted feedback
• Build a collaborative, customer-focused team culture
• Serve as a hands-on technical lead for escalated incidents and complex troubleshooting
• Own the quality of technology services in the office, including conference rooms, employee desk setups, IT onboarding, printers, tech walk-up areas, and IT storage
• Provide priority support to senior leadership
• Partner with facilities, network, and infrastructure teams to help keep systems stable
• Track user satisfaction scores and respond to the signals they provide
• Ensure helpdesk operations follow IT policies, security standards, and compliance requirements
• Maintain the IT asset inventory, including procurement, tracking, and replacement
• Follow procurement policies, approval workflows, and budget guidelines
• Coordinate license renewals, equipment orders, and vendor relationships
• Run periodic audits for compliance, budget, and security
• Implement and tune AI tools, such as chatbots and agentic AI, to resolve frequent requests automatically (including Active Directory lockouts, password resets, and software provisioning)
• Keep the knowledge base and helpdesk SOPs current and well structured so people and AI tools can use them
• Use AI-driven QA tools (including RingSense AI and automated ticket auditing) to monitor sentiment, ticket categorization accuracy, and first-contact resolution
• Review ticket trends to identify recurring low-complexity issues and propose new automation
• Act as the main point of contact for helpdesk services in the office and region
• Report to management on issues, service trends, and opportunities for improvement
• Manage expectations with internal business units and key stakeholders

Requirements

• 7+ years managing or supervising in a helpdesk or IT support environment, including direct management of a technical team
• Strong technical troubleshooting and escalation management skills
• Experience with Active Directory and Google Workspace
• Experience with ITSM platforms such as ServiceDesk Plus or YouTrack
• Working knowledge of TCP/IP, DNS, and DHCP, plus experience troubleshooting VPN, Wi-Fi, and basic connectivity
• Ability to analyze performance data, identify trends, and drive process improvements
• Strong communication, interpersonal, and organizational skills

Technologies

• Active Directory
• Google Workspace
• ServiceDesk Plus
• YouTrack
• TCP/IP
• DNS
• DHCP
• VPN
• Wi-Fi
• RingSense AI
• Chatbots
• Agentic AI
• PowerShell

Compensation and Location

• Location: El Segundo, CA (onsite)
• Salary: USD 125,000 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance

Preferred Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related field (equivalent experience considered)
• Experience with Endpoint Central, Microsoft Intune, and/or Jamf Pro
• Familiarity with Windows Autopilot and Apple Business Manager
• Familiarity with MFA and SSO technologies, including SAML and OAuth
• Experience with PowerShell
• Experience implementing AI or automation tools in an IT support setting