Servicedesk Plus Support Jobs

1 job found

Today

Help Desk Manager

Internet Brands El Segundo, CA

El Segundo, CA

Today

$125k+/yr Full time Manager Active Directory Google Workspace

Apply Now

Job Description

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

View full job page →

Get Servicedesk Plus Support Jobs alerts

New Servicedesk Plus Support Jobs, daily.