What are the responsibilities and job description for the IT Help Desk Manager position at Stability Technology?
Overview
The IT Help Desk Manager oversees the delivery of world-class end-user support across multiple locations and time zones, ensuring consistent service quality and operational excellence. This role leads a team of 10–12 Service Desk Technicians and Senior Desktop Support staff while driving continuous improvement initiatives, optimizing workflows, and enforcing IT governance aligned with ITIL-based best practices. The ideal candidate is a hands-on leader who can modernize endpoint operations, strengthen service delivery, and create a strong customer-first culture.
Responsibilities
- Lead, mentor, and develop a global team of 10–12 technical support professionals, including hiring, performance reviews, coaching, and career progression planning
- Oversee daily Help Desk operations including incident, request, problem, and change management using ServiceNow ITSM/ITOM
- Establish and monitor KPIs/SLAs to ensure support efficiency, excellent response times, and high customer satisfaction across the global user base
- Ensure consistent standards and procedures for endpoint deployment, patching, device compliance, and lifecycle management using Intune, AAD, and modern management tools
- Serve as an escalation point for high-impact issues while coordinating timely resolution with infrastructure, security, and application engineering teams
- Drive trend analysis, root-cause investigations, and proactive remediation to reduce recurring incidents and improve the stability of end-user services
- Partner with InfoSec to enforce security controls including antimalware, device encryption, identity access, and data protection policies
- Lead communication and coordination around outages, maintenance windows, service changes, and technology rollouts across global sites
- Collaborate with IT leadership to plan and deliver service improvement projects, new tool adoption, and user enablement initiatives
- Manage Help Desk documentation, knowledge base content, and end-user training resources to promote self-service efficiency
- Ensure adherence to ITILv3/ITSM principles and operational compliance across all support processes
Key Knowledge, Skills & Abilities
- Strong understanding of Microsoft 365/Office 365 administration, Windows OS environments, Group Policy, Azure AD, and Intune endpoint management
- Background supporting enterprise core infrastructure: networking (TCP/IP, DHCP/DNS), identity, endpoint security, encryption, antimalware tools
- Hands-on experience with ServiceNow IT Service Management & IT Operations modules
- Proven ability to lead technical teams in a fast-paced, dynamic environment with competing priorities
- Excellent communication and stakeholder management skills — ability to simplify complex topics for non-technical audiences
- Data-driven approach to identifying improvement opportunities and guiding strategic service changes
- Demonstrated competency in ITIL frameworks and continuous service improvement models
- Strong analytical, problem-solving, and decision-making capabilities
- Ability to work independently while maintaining high alignment and collaboration across globally distributed teams
- High degree of composure and professionalism during outages, escalations, and executive-level communication
Preferred Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field
- ITIL Foundation certification (v3 or v4)
- Experience leading geographically distributed or follow-the-sun support teams
- Familiarity with endpoint automation and scripting tools (PowerShell, PROV/Autopilot, etc.)
