IT Help Desk Manager - Remote Leadership Role

About the Role

We are hiring for an IT Help Desk Manager (Remote) to lead our service desk operations across the United States. This role is pivotal in building a high-performing, customer-focused help desk that delivers reliable and fast IT support for our geographically dispersed workforce.

What You'll Do

• Lead and scale a remote help desk team, ensuring timely ticket resolution and an excellent end-user experience.
• Own service desk tooling and processes, optimizing ticketing workflows and knowledge bases in the ITSM platform.
• Manage endpoint and identity operations, including onboarding, device provisioning, and Active Directory administration.
• Define and monitor KPIs such as SLA compliance and customer satisfaction to drive continuous improvement.
• Drive incident and change management, coordinating incident responses and root-cause analysis.
• Partner with IT leadership to implement security controls and automate operational workflows.

Requirements

• Proven experience managing an IT/service desk in a distributed or remote environment.
• Hands-on experience with ServiceNow or equivalent ITSM platform.
• Working knowledge of Active Directory and Azure Active Directory.
• Experience with Microsoft 365 tenant administration and endpoint management.
• Familiarity with ITIL principles and service management best practices.

Nice to Have

• Experience with VoIP/UCaaS platforms for remote support.
• Familiarity with SCCM or similar patch/deployment tools.
• Automation or scripting experience (PowerShell) to enhance workflows.

What We Offer

• Fully remote role with flexible scheduling to accommodate multiple time zones.
• Professional development support and opportunities for career advancement.
• A collaborative, outcome-driven culture focused on operational reliability.
• Opportunity to shape a scalable support organization in a mission-critical environment.