Horizon3 AI
Manager, Global Help Desk
US, Remote · Senior · Full-time
Sponsorship not specified$150k-$185kDetected 56 days ago
CybersecurityProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationMentoring
About the role
- NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises.
- In accordance with various State's transparency regulations, we provide the following salary range information for this position: - Base salary range: $149,850 - $185,000.
Responsibilities
- This is a hands-on leadership role for someone who can set direction, develop talent, and stay close enough to the work to improve employee support, operational efficiency, and the overall end-user experience across the company.
- Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes
- Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs
- Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce
- Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely
- Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management
- Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently
- Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience
- Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies
- Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms
Requirements
- Bachelor's degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience
- 6+ years of experience in IT support, help desk, or IT operations
- 2+ years of experience leading support analysts or serving as a technical lead in a help desk or IT operations function
- You're a trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor
- Experience in high-growth SaaS or cybersecurity companies
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
Skills
- Get to Know Us
- It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs.
Compensation
- The exact salary will be determined based on the selected candidate's location, qualifications, experience, and relevant skills.
- We offer competitive salary, equity and benefits.
Benefits
- All full-time roles are eligible for an equity package in the form of stock options.
- Perks of Horizon3.ai http://Horizon3.ai
- Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.
Company info
- Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
- We are seeking a Manager to lead our global IT support function.
Equal opportunity
- Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve.
- equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success.
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This listing is sourced directly from Horizon3 AI's careers page and normalized into a canonical job model.