Help Desk Manager

Clear Destination Inc.; Chino (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Harrington Process Solutions is seeking an experienced IT Helpdesk Manager to lead our technical support team and raise the standard of service across the organization. You will report to the CIO, balance people leadership with hands‑on technical work, and drive improvements in processes and metrics.

You’ll oversee daily operations, SLAs, and escalations, mentor staff, manage IT assets, and guide deployments and IT projects. Strong Microsoft 365, AD, Azure, and ITIL knowledge is essential.

Qualifications

• 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
• 5+ years of technical leadership or management experience.
• Strong hands-on troubleshooting experience in a mid-size or large enterprise environment.
• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.

Responsibilities

• Lead, coach, and develop the Helpdesk and End User Support team.
• Oversee daily helpdesk operations, escalations, SLAs, KPIs, and service delivery.
• Serve as an escalation point for complex hardware, software, networking, Microsoft 365, and endpoint issues.
• Improve helpdesk processes, workflows, documentation, and ITIL-based practices.
• Manage the lifecycle and inventory of company IT assets.
• Lead and support hardware refreshes, software deployments, migrations, upgrades, and other IT projects.
• Partner across IT and the business to identify recurring issues and implement long‑term solutions.

Skills

IT Helpdesk

Team Leadership

Troubleshooting

ITIL knowledge

Stakeholder communication

Education

Bachelor’s degree in IT/CS

Tools

Microsoft 365

Active Directory

Azure

Windows Server

PowerShell

Group Policy

ITSM

IT asset management

Job description

Harrington Process Solutions is looking for an experiencedIT Helpdesk Manager to lead our technical support team and drive a high level of service across the organization.

Reporting to the Chief Information Officer, this role is ideal for a strong people leader who is also technically hands‑on. We’re looking for someone who can develop a team, improve helpdesk operations, and still jump in to troubleshoot complex issues when needed.

What You’ll Do

• Lead, coach, and develop the Helpdesk and End User Support team.
• Oversee daily helpdesk operations, escalations, SLAs, KPIs, and service delivery.
• Serve as an escalation point for complex hardware, software, networking, Microsoft 365, and endpoint issues.
• Improve helpdesk processes, workflows, documentation, and ITIL-based practices.
• Manage the lifecycle and inventory of company IT assets.
• Lead and support hardware refreshes, software deployments, migrations, upgrades, and other IT projects.
• Partner across IT and the business to identify recurring issues and implement long‑term solutions.

What We’re Looking For

• 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
• 5+ years of technical leadership or management experience.
• Strong hands‑on troubleshooting experience in a mid-size or large enterprise environment.
• Strong knowledge of Microsoft 365, Active Directory, Azure, Windows Server, PowerShell, Group Policy, and endpoint technologies.
• Experience with ITSM/ticketing systems and IT asset management.
• Strong leadership, communication, customer service, and problem‑solving skills.
• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.

Preferred: ITIL, PMP, or Microsoft certifications; experience with Freshservice, ServiceNow, or similar platforms; and experience supporting multi‑site organizations.

If you’re a people-focused IT leader who still enjoys being hands‑on and solving problems alongside your team, we’d love to hear from you.