IT Help Desk Manager

Tactex Recruiting Advisors is working on behalf of a growing Commercial Real Estate Investment Firm who's looking for a talented and high-character IT Help Desk Manager.

• Do you have at least 2-3 years managing a helpdesk or service desk team?

• Do you have a proven experience supporting both Windows and macOS environments?

• Do you have hands-on experience with Office 365 and Google Workspace administration?

• Do you have familiarity with Intune, Autopilot, and MDM concepts?

• Do you have experience working in a fully remote environment with distributed teams?

Then you might be the perfect fit!

As the new IT Helpdesk Manager your primary responsibility is overseeing the helpdesk and IT support team. As a member of the IT department, you will be supporting team members in our satellite offices, remote employees, and serving the technology needs of the firm and its subsidiaries. The ideal candidate must be comfortable in a fast-paced environment, able to learn quickly, work independently, self-start, possess strong problem-solving skills, have a collaborative mindset, and have strong management skills.

Want to join a growing company with a solid, high-character team that values you and treats you with respect? -- We've had an amazing 3+ year relationship with this Client Firm, and we can vouch for the character and culture of this Client. They're different than most companies who *say* they live by their values. This Client Firm truly cares for their people, they have an outstanding vision and mission, and they encourage growth in the company for those that exceed expectations!

Pay range: $110-120k.

Location: 100% Remote.

Responsibilities:

• Oversee day-to-day helpdesk operations, including ticket queue management, workload distribution, and ensuring SLA adherence.
• Directly manage up to three IT support specialists, including coaching, performance reviews, and professional development.
• Actively work with the IT Manager to understand the organization’s overarching goals, strategic direction, and immediate priorities in order to intelligently triage, focus, and manage your own priority stack as well as team resources.
• Manage and maintain our existing Microsoft 365 environment including Azure AD (Entra ID), Exchange Online, Teams, SharePoint, Defender for Office 365, Conditional Access policies, SSO configurations, Intune and Autopilot.
• Handle escalated issues and provide hands-on support when specialists need assistance.
• Monitor and report on helpdesk metrics (ticket trends, response times, resolution rates, customer satisfaction).
• Identify recurring problems and propose process improvements or user training solutions.
• Remove roadblocks preventing support staff from resolving issues efficiently.
• Manage vendor relationships and escalations with Microsoft, Apple, and other third-party providers.
• Lead the migration from Freshdesk to Jira, including workflow setup and staff training.
• Maintain and improve the helpdesk knowledge base with clear documentation and troubleshooting guides.
• Provide project management assistance and be a key technical resource, particularly for end-user facing implementations.
• Coordinate on-call coverage and respond to emergency situations outside business hours.
• Oversee software and hardware asset inventory using ManageEngine (transitioning to Intune).
• Ensure cross-training among support staff to prevent knowledge silos.
• Assist with the support, ramp-up, and training of new team members.
• Be ready to take on additional responsibilities as assigned by your Team Lead.

Requirements:

• Minimum 2-3 years managing a helpdesk or service desk team.
• Strong experience supporting both Windows and macOS environments.
• Hands-on experience with Office 365 and Google Workspace administration.
• Experience with Jira for ticket and project/task management.
• Familiarity with Intune, Autopilot, and MDM concepts.
• Proven customer service skills, including de-escalation techniques and conflict resolution.
• Ability to prioritize competing demands and manage workload effectively.
• Experience working in a fully remote environment with distributed teams.
• Strong written and verbal communication skills for documentation and stakeholder updates.
• Understanding of ITIL or similar service management frameworks.
• Experience with remote support tools (ManageEngine, Intune Remote Assistance, or similar).
• ITIL certification or similar service desk credentials.
• Background in real estate or property management IT environments a plus.
• Experience leading software migrations or system implementations a plus.