Sr. Manager of Helpdesk

Helpdesk, Help Desk, Desktop, ServiceNow, Service Now
Full Time, Full Time/Permanent
$125-150K + Bonus
Telecommuting not available Travel not required

Job Description

Please note I have direct access to the Hiring Director of Infrastructure on this position.

A $1+ Billion a year company that is the market leader in its domain is hiring a Sr. Manager of Helpdesk. The company is global, is extremely profitable and is expanding its revenue model, services and products. The company is private, has been in business for 16+ years, has 1,000+ employees, is highly profitable, $1B+ million in revenue, is global and has recorded consistent annual growth.

The Sr. Manager of Helpdesk will be responsible for the management of 5 Helpdesk Analysts supporting 1,000+ users in 3 locations. Furthermore, the Sr. Manager of Helpdesk will be responsible for the design, configuration and deployment of ServiceNow’s Field Service Management Tool to manage all Helpdesk related activities. In addition to the implementation of ServiceNow, the Sr. Manager of Helpdesk will be responsible for:

Mentoring, training and coaching to the Help Desk/Desktop team to develop their technical and customer service skill set.

Develop and implement best practices to drive efficient work flow

Develop, analyze and report KPI’s and key metrics

Monitor and document team performance.

Provide trend analysis, documentation, and training of team members.

Ensure proper documentation and solutions of all tickets

Work with other IT groups (Infrastructure, Network, Systems)

Manage performance of Help Desk direct reports, recruit, hire, and train new staff and write annual performance reviews.

Manage and monitor work load distribution, quality and performance.

Hands-on: Provide high level backup coverage to Help Desk/Desktop Support Analysts and Specialists.

The Help Desk/Desktop team is responsible for supporting, troubleshooting, new installs, upgrades and migrations for 1,000+ corporate users running Microsoft Windows 10, MS Office 2016/2013 (Outlook, Word, Excel, PowerPoint, Project, Access and Visio) running on desktops, laptops and notebooks. These are intense and technical users of Windows and MS Office, with a lot of critical data. The company adheres to ITIL processes and standards

The Sr. Manager of Helpdesk reports to the Director of Infrastructure.


The company offers full benefits (PPO & HMO) including dental and vision (all free to single employees), matching 401K, 3 weeks of vacation, 8 paid sick/personal days, Short and Long-Term Disability, Life Insurance, Employee Assistance Program, Wellness Programs, extremely casual dress, on site gym and flexible work hours that all start upon employment.



MUST HAVE 10+ years’ experience working within the Helpdesk/Desktop support field

MUST HAVE 5+ years’ experience leading/managing a team of Help Desk/Desktop Analysts supporting 1,000+ users (local/remote) in a Windows environment.

MUST HAVE experience with the ServiceNow Field Service Management Tool (or any Cloud based ticketing system). Ground up implementation experience is a plus.

Extensive experience mentoring and training Helpdesk Analysts to grow their technical, professional and customer service skill sets

Experience creating KPI’s and key metrics for the department, analyzing results to improve department performance and reporting results to Senior and Executive level management.

Experience developing and improving helpdesk best practices and standards

Experience following ITIL or similar processes


The following are a Plus only (NOT Mandatory):


Experience with the ground up design, configuration and deployment of Service Now

Should have Bachelors and/or Masters in C.S. or related degree

Microsoft Certified (MCSA and/or MCSE)

Posted By

Al Karaptian

Hermosa Beach, CA, 90254

Dice Id : equest
Position Id : 100
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