IT Help Desk Manager

About The Opportunity

We are hiring for an IT leadership role within the commercial and industrial mechanical contracting sector that supports distributed field teams and remote office staff across the United States. This remote-first position owns the service-desk strategy and day-to-day operations for a technology environment that blends cloud-first productivity tools with on-site control systems and field devices.

The primary objective is to build a high-performing, customer-focused help desk that delivers reliable, secure, and fast IT support for a geographically dispersed workforce.

Primary Title: IT Help Desk Manager (Remote — United States)

Role & Responsibilities

• Lead and scale a 1st/2nd line remote help desk team: hire, coach, set SLAs, and run cadence reviews to ensure timely ticket resolution and excellent end-user experience.
• Own service desk tooling and processes: configure and optimise ticketing workflows, priorities, escalation paths, and knowledge base in the chosen ITSM platform.
• Manage endpoint and identity operations: oversee onboarding/offboarding, device provisioning, Active Directory & Azure AD administration, and remote access policies.
• Define and monitor KPIs: SLA compliance, ticket backlog, first-contact resolution, customer satisfaction, and continuous improvement initiatives.
• Drive incident and change management: coordinate cross-functional incident response, root-cause analysis, and post-incident remediation to reduce repeat incidents.
• Partner with IT leadership to implement security controls, automate repetitive tasks, and roll out productivity tooling and training for field and office users.
  
  

Skills & Qualifications

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Must-Have

• Proven experience managing an IT/service desk in a distributed or remote environment.
• Hands-on administration of ServiceNow or equivalent ITSM/ticketing platform.
• Working knowledge of Active Directory and Azure Active Directory user and group management.
• Microsoft 365 tenant administration experience.
• Endpoint management with Microsoft Intune or equivalent MDM solution.
• Familiarity with ITIL principles and service management best practices.
  
  

Preferred

• Experience with VoIP/UCaaS platforms used for remote support and field communications.
• Familiarity with System Center Configuration Manager (SCCM) or similar patch/deployment tooling.
• Automation or scripting experience (PowerShell) to improve operational workflows.
  
  

Qualifications & Fit

• Customer-focused operator with a track record of improving SLA metrics and end-user satisfaction.
• Strong communicator able to translate technical priorities for business stakeholders and field teams.
• Comfortable working independently in a remote-first environment and collaborating across dispersed teams.
  
  

Benefits & Culture Highlights

• Fully remote role with flexible scheduling to support field operations across multiple time zones.
• Professional development support and opportunities to define service-desk career paths and certifications.
• Collaborative, outcome-driven culture focused on operational reliability and continuous improvement.
  
  

If you are a results-oriented IT leader who can balance tactical service delivery with strategic improvements, this role offers the chance to shape a scalable support organization for a mission-critical operations environment.

Skills: itil,powershell,continuous improvement,leadership,servicenow,management,active directory,azure active directory,operations