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Role Description

We are seeking a Helpdesk Manager to lead and manage our internal IT support operations for a fully remote workforce. This role will be responsible for overseeing the helpdesk ticketing system, supporting employees with technical issues, managing IT processes, and ensuring our distributed team has the tools and systems needed to work effectively.

The ideal candidate is self-starting, highly organized, customer-focused, technically capable, and experienced in supporting remote organizations.

Key Responsibilities

• Manage and prioritize incoming helpdesk tickets and ensure timely resolution of employee support requests.
• Provide technical support to internal users across hardware, SaaS tools, identity management, and collaboration platforms.
• Administer and maintain identity and access management systems (e.g., JumpCloud, Okta, Google Workspace, etc.).
• Oversee onboarding and offboarding processes including device provisioning, account setup, and access management.
• Manage Mac and Windows device lifecycle, including provisioning, security policies, and troubleshooting.
• Maintain documentation for IT policies, troubleshooting guides, and internal knowledge base articles.
• Monitor and improve helpdesk performance metrics such as response times, resolution times, and ticket backlog.
• Coordinate with engineering, security, and operations teams to resolve cross-department technical issues.
• Manage vendor relationships for IT tools, software licenses, and equipment procurement.
• Implement and maintain security best practices for a distributed workforce.
• Continuously improve internal IT systems, automation, and support workflows.

Qualifications

• 5+ years of experience in IT support, helpdesk management, or systems administration.
• 5+ years of experience providing support for a Google Workspace based organization.
• 3+ years of experience working with Apple Business Manager.
• Experience supporting remote or distributed organizations.
• Experience implementing MDM solutions for remote device management (JumpCloud, Jamf).
• Strong experience with MacOS, Windows and common business SaaS tools.
• Experience with helpdesk ticketing platforms (Asana, Jira Service Management, Zendesk, Freshservice, etc.).
• Experience managing identity and device management platforms (JumpCloud, Google Workspace, etc.).
• Strong troubleshooting skills across hardware, networking, and SaaS applications.
• Excellent communication skills with the ability to support non-technical users.
• Highly organized with the ability to prioritize and manage multiple requests simultaneously.
• Must be comfortable working in US hours at least till 5 pm EST.

Preferred Qualifications

• Familiarity with security frameworks and access management best practices.
• Experience working in high-growth technology companies or startups.
• Knowledge of automation tools such as Zapier, scripting, or workflow automation.