Helpdesk Manager

We are seeking a Helpdesk Manager / End?User Services Lead to own the Microsoft 365–based end?user experience, including identity, devices, collaboration tools, and frontline IT support. This role also leads the selection, implementation, and continuous improvement of our IT service management (ITSM) / helpdesk platform, with a strong focus on automation, self?service, and AI?driven capabilities.

This is a player?coach role: you will build and mentor a small support team while remaining hands?on for complex incidents, escalations, tooling design, and process optimization. You will work in close partnership with the Infrastructure & Microsoft Cloud Platform Lead to align automation, identity, endpoint management, and operational tooling.

• Own the end?user services and helpdesk strategy and roadmap, aligned with Microsoft 365, Zero Trust, and business productivity goals.
• Act as service owner for Helpdesk and End?User Computing (EUC), defining SLAs, service catalog, escalation paths, and support standards.
• Lead, mentor, and develop a small helpdesk team through coaching, ticket reviews, and hands?on guidance.
• Serve as the primary point of contact for business stakeholders on end?user support quality and service improvements.
• Define scalable processes for device procurement, preparation, and distribution to support new hires, site growth, and acquisitions.

• Select, implement, and operate an ITSM / helpdesk platform covering incident, request, and change management, knowledge base, and reporting.
• Design standardized workflows, approvals, and SLAs aligned with ITIL?based practices.
• Drive an automation?first, AI?enabled support model, including self?service portals, auto?triage, chatbots/virtual agents, and scripted workflows.
• Partner closely with the Infrastructure Lead to align automation with Azure, Entra ID, Intune, and infrastructure tooling.

• Oversee daily helpdesk operations, ticket queues, prioritization, and SLA adherence.
• Act as the escalation point for complex, high?impact, or recurring end?user incidents.
• Provide hands?on Tier 2/3 support for Microsoft 365, identity, endpoint, and access?related issues.
• Own user lifecycle operations, including onboarding, offboarding, role changes, and access requests.
• Own end?user device lifecycle management, including laptop provisioning, imaging/enrollment, asset tracking, shipping, returns, and secure decommissioning.

• Own operational processes for Microsoft Entra ID, including identity lifecycle management, MFA, Conditional Access support, and access troubleshooting.
• Design and operate Microsoft Intune for device enrollment, compliance, configuration, and application deployment.
• Support and govern Microsoft 365 collaboration services, including Exchange Online, Teams, SharePoint, and OneDrive.

• Lead end?user aspects of the separation from KGP, including user, device, and data transition activities.
• Maintain and continuously improve helpdesk documentation and knowledge base content.
• Use metrics, trends, and user feedback to improve support processes, automation, and overall user experience.

• Enforce least?privilege access and standardized identity and device processes aligned with Zero Trust principles.
• Support security initiatives such as MFA rollouts, device compliance, and user security awareness programs.
• Ensure helpdesk operations and tooling comply with internal security policies and audit requirements.
• Participate in incident response for identity?, endpoint?, and access?related security events.

• 5 years of experience in IT support, helpdesk, or end?user services roles with increasing responsibility.
• Experience acting as a helpdesk lead, manager, or senior support engineer with ownership of tools and processes.
• Strong hands?on experience with:
  
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Microsoft Entra ID (user lifecycle, MFA, Conditional Access support)
• Microsoft Intune for endpoint management