Senior Manager, Helpdesk (IT Service Desk & End-User Services)

Job Title: Senior Manager, Helpdesk (IT Service Desk & End-User Services)

Location: Remote (PST Time)

KEY RESPONSIBILITIES

Lead Service Desk Operations

• Own day-to-day service desk and end-user support operations, ensuring timely, high-quality resolution of incidents and requests.
• Define, monitor, and continuously improve service levels (SLAs/OLAs), queue management, and escalation paths, including work routed to and from the managed service provider (BCS365).
• Serve as the senior point of escalation for complex or high-impact end-user issues.

Build and Lead the Team

• Recruit, develop, and mentor helpdesk staff; set goals, coach performance, and build a service-oriented culture.
• Design a coverage model that extends support hours across U.S. time zones (East and West Coast), including on-call and after-hours handling.
• Partner with the Senior Director, IT to scale the team responsibly as headcount grows, and manage the co-managed MSP relationship at the operational level.

Own ITSM Process and Continuous Improvement

• Administer and optimize the ITSM platform: incident, request, problem, and knowledge management.
• Build and maintain a self-service catalog and knowledge base to deflect tickets and speed resolution.

Manage Endpoints and the Digital Workplace

• Oversee the full device lifecycle—procurement, imaging, deployment, refresh, and secure retirement—across Windows and macOS.
• Manage endpoints and configuration through Microsoft Intune, and support the Microsoft 365 collaboration environment (Teams, SharePoint, Exchange).
• Own IT asset and software license management, keeping inventory accurate and audit-ready.

Support Onboarding, Offboarding, and Access Controls

• Deliver a smooth, secure onboarding and offboarding experience, executing joiner/mover/leaver access changes on Microsoft 365 / Entra ID (SSO, MFA, Conditional Access enrollment) in partnership with HR and IT Security.
• Maintain access-change records and approvals to the evidence standard required by GSTi’s client’s IT general controls.

Operate Compliantly and Support Resilience

• Ensure support processes, change handling, and documentation meet GxP and 21 CFR Part 11 expectations, and support IT controls and audits.
• Enforce endpoint security, patching, and acceptable-use standards in partnership with IT Security.
• Support the IT Disaster Recovery Plan and Crisis Manual: help maintain remote access, identity, and collaboration services and coordinate end-user recovery during site-level events.

Elevate Digital Employee Experience and AI Enablement

• Champion digital employee experience (DEX): proactively find and remove friction from everyday technology use.
• Help employees safely adopt approved productivity and AI tools, and incorporate AI-assisted support where it improves service.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in information technology, a related field, or equivalent practical experience.
• 6+ years in IT support / end-user services, including 2+ years directly managing a helpdesk or service desk team.
• Hands-on experience administering an ITSM platform and defining SLAs and support processes.
• Strong Microsoft 365 and endpoint experience, including Intune management, Entra ID basics, and device lifecycle.
• Experience supporting a hybrid, multi-time-zone workforce, ideally in a co-managed (MSP) model.
   

SKILLS & COMPETENCIES

Technical

• ITSM administration and process design; knowledge and self-service enablement.
• Microsoft 365, SharePoint, Teams, and endpoint management (Intune / MDM).
• Windows and macOS support; identity basics on Microsoft 365 / Entra ID (SSO, MFA, Conditional Access).
• IT asset and software license management.
• Knowledge of ITSM platforms.

Leadership & Service

• People leadership: hiring, coaching, and building a high-performing, customer-first team.
• Operational rigor: metrics-driven management and continuous improvement.
• Excellent communication and a genuine service orientation with non-technical colleagues.
• Comfort as a player-coach in a lean, scaling IT organization, coordinating with an MSP.
   

PREFERRED QUALIFICATIONS

• Relevant certifications (e.g., ITIL Foundation, Microsoft 365 / Endpoint Administrator).
• Experience in a regulated Life Science or Healthcare environment (GxP, 21 CFR Part 11).
• Experience standing up or significantly scaling a support function.