Help Desk Manager

Harrington; Chino (CA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Medical Plans

PPO/HSA options

401(k) with company match

Paid Time Off

holidays

Job summary

Harrington is seeking an experienced IT Helpdesk Manager to lead a technical support team and elevate service across the organization. Reporting to the CIO, you will develop the team, streamline helpdesk operations, and remain hands-on for complex issues.

You will guide IT asset management, coordinate deployments, and partner with business units to drive long-term improvements while maintaining strong customer service standards.

Qualifications

• 10+ years in progressive IT Helpdesk/Service Desk roles.
• 5+ years in technical leadership or management.
• Hands-on troubleshooting in mid-size to large enterprises.
• Strong knowledge of Microsoft 365, AD, Azure, Windows Server, PowerShell, Group Policy.
• Experience with ITSM systems and IT asset management.
• Excellent leadership, communication, and problem-solving skills.
• Bachelor’s degree in IT/CS or equivalent experience, with preferred ITIL/PMP certs.

Responsibilities

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

Skills

IT Leadership

Customer Service

Problem Solving

Troubleshooting

Documentation

Education

Bachelor's degree in IT/CS or related field

ITIL certification

PMP or Microsoft certifications

Tools

Microsoft 365

Active Directory

Azure

Windows Server

PowerShell

ITSM platforms (Freshservice/ServiceNow)

Job description

Founded in 1959 and headquartered in Chino, California, Harrington has grown to be a leading distributor of fluid process products and solutions for industrial applications. With over 70 locations across the United States, we proudly serve a wide range of industries, including water and wastewater management, chemicals, manufacturing, semiconductors, life sciences, and food and beverage processing.

At Harrington, we believe that what sets us apart is our people. We’re passionate about serving our customers with deep technical knowledge, fast product availability, and innovative supply chain solutions. Our commitment to excellence ensures that we’re always ready to respond when our customers need us - 24/7/365.

Harrington is an organization that values people, innovation, and exceptional service. If you’re looking for a career where your work truly makes a difference and you can grow alongside a supportive and dynamic team, we’d love to hear from you.

Harrington Process Solutions is looking for an experienced IT 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.

Harrington provides an outstanding benefits package, designed to support our employees’ health, financial wellness, and work‑life balance, with options that go above and beyond standard offerings!

Insurance:

• Medical Plans: Choose from HDHP/HSA (with monthly company contributions) or a PPO option.
• Spousal HRA: SIHRA covers 100% of eligible expenses up to $9,400 per individual or $18,800 per family each calendar year.
• FSAs: Flexible spending options for health and dependent care expenses.
• Dental: Comprehensive, including orthodontic care for both children and adults
• Vision: Includes discounts on Lasik.
• Telehealth & Concierge: 24/7 healthcare access with prescription services for enrolled members.
• Life Insurance and AD&D: Company paid life and AD&D coverage
• Long Term Disability: Company paid LTD program
• Optional Coverages: Short term disability, voluntary pet care, identity protection, voluntary life insurance with optional dependent coverage, plus supplemental critical illness, accident, and hospital indemnity.
• Employee Assistance Program: Professional support for employees during critical times.
• Disability: Options for both short‑and long‑term coverage.

Retirement:

• 401(K) & Roth: 100% company match on the first 3%, plus 0.5 match on the 4th and 5th%

Work/Life Balance:

• Paid Time Off: Start with 3 weeks, with the potential to accrue up to 5 weeks per year.
• Holidays: 7 paid holidays, including the day after Thanksgiving.
• Additional Leave: Coverage for jury duty, witness duty, and bereavement leave.

Harrington is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, gender identity, sexual orientation, disability status, protected veteran status, age, or any other characteristic protected by law.