Global Help Desk Lead - Remote IT Support & Ops

Horizon3 AI, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 150,000 - 185,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Equity

Hybrid/Remote work

Generous leave

Flexible vacation

Job summary

Horizon3 AI, Inc. is seeking a Manager, Global Help Desk to lead the IT support function for a distributed, remote-first organization.

You will set direction, develop talent, and improve employee support, operational efficiency, and end-user experience across the company. The role oversees day-to-day help desk, endpoint and identity administration, onboarding/offboarding, and risk-managed access control, partnering with Security, Engineering, People, and business teams.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field.
• 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.
• Experience supporting a distributed or remote-first workforce.
• Prior experience managing escalations, improving support processes, and driving service quality in a hands-on capacity.
• Proficiency with Okta, MDM, endpoint management, and asset management concepts.

Responsibilities

• Lead the global IT help desk and end‑user support across a distributed workforce.
• Develop talent, set priorities, and improve employee support and operational efficiency.
• Own onboarding/offboarding and identity/access management.
• Improve Okta workflows, MFA, and access requests; oversee endpoint management and asset provisioning.
• Create metrics and reporting to communicate help desk performance and health to leadership.
• Partner with Security, Engineering, People, and business teams to align practices with security and policy.

Skills

IT support

Help desk operations

End-user services

Okta

MDM platforms

Endpoint management

Customer service

Leadership

Education

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field

Tools

Okta

MDM platforms

Endpoint management tools

Ticketing systems

Jamf

Google Workspace

Job description

Horizon3 AI, Inc. is seeking a Manager, Global Help Desk to lead the IT support function for a distributed, remote-first organization.

You will set direction, develop talent, and improve employee support, operational efficiency, and end-user experience across the company. The role oversees day-to-day help desk, endpoint and identity administration, onboarding/offboarding, and risk-managed access control, partnering with Security, Engineering, People, and business teams.