Global Help Desk Manager

Responsibilities

• We are seeking a Manager to lead our global IT support function. This is a hands-on leadership role for someone who can set direction, develop talent, and stay close enough to the work to improve employee support, operational efficiency, and the overall end-user experience across the company.
• This role will be responsible for.....
• Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes
• Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements
• Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs
• Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce
• Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely
• Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management
• Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration
• Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently
• Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience
• Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies
• Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms
• Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership
• Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities
• Demonstrate a commitment to integrity, process improvement, and customer satisfaction
• As a Manager, you will be responsible for:
• Recruiting and onboarding talented individuals to support our organizational goals
• Mentoring, coaching, equipping, and developing your team
• Recognizing and retaining high performers
• Leading horizontally with peer management and senior leaders

Requirements

• Must have strong experience in IT support, help desk operations, or end-user services within a modern, distributed company
• Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations
• Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible
• Must be knowledgeable in common SaaS and IT support systems such as

Benefits

Additional Information

Get to Know Us Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and false positives, resulting in alert fatigue, blind spots, "checkbox" security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

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