Global IT Help Desk Leader (Remote-First)

Horizon3.ai; United States; On-site; USD 149,850 - 185,000; Full time

Benefits offered by this job

Flexible vacation policy

Health, vision & dental insurance

Equity package in the form of stock options

Job summary

Horizon3.ai is seeking a Manager to lead its global IT support function. This hands-on role involves improving employee support, operational efficiency, and the overall user experience. Responsibilities include managing the Help Desk team, overseeing systematic support, and enhancing onboarding/offboarding processes.

The ideal candidate will have extensive IT support experience, strong leadership, and a proven ability to drive continuous improvement in a distributed, remote-first organization. Excellent communication and collaboration skills are essential.

Qualifications

• 6+ years of experience in IT support, help desk, or IT operations.
• 2+ years of experience leading support analysts.
• Experience with remote-first workforces.

Responsibilities

• Lead the Global Help Desk team and improve support processes.
• Oversee technical support and ensure high service quality.
• Manage onboarding and offboarding operations.

Skills

IT support experience

Help desk operations

Customer service

Problem-solving

Team leadership

Communication skills

Education

Bachelor’s degree in Information Systems

Tools

Okta

MDM platforms

Ticketing systems

Endpoint management tools

Collaboration platforms

Job description

Horizon3.ai is seeking a Manager to lead its global IT support function. This hands-on role involves improving employee support, operational efficiency, and the overall user experience. Responsibilities include managing the Help Desk team, overseeing systematic support, and enhancing onboarding/offboarding processes.

The ideal candidate will have extensive IT support experience, strong leadership, and a proven ability to drive continuous improvement in a distributed, remote-first organization. Excellent communication and collaboration skills are essential.