Help Desk Manager

Edmunds; Santa Monica (CA); Hybrid; USD 137,000 - 189,000; Full time

Job summary

An established industry player is seeking a Help Desk Manager to lead their support team in a dynamic environment. This role involves overseeing end-user support services, managing technical issues, and ensuring high customer satisfaction. The ideal candidate will possess strong technical expertise across macOS and Windows systems, along with proven leadership skills. Join a company recognized for its progressive culture and commitment to employee well-being, where your contributions will directly impact the car buying experience for millions. If you're ready to take the next step in your career, this opportunity is perfect for you.

Benefits

Health Coverage

401K with Match

Stock Purchase

Paid Parental Leave

Wellness Programs

Qualifications

• 2-4 years of help desk management experience with proven leadership.
• Hands-on experience with Windows and macOS environments.
• Strong problem-solving and troubleshooting skills.

Responsibilities

• Lead and manage the help desk team, ensuring high performance.
• Oversee daily operations and resolve support requests promptly.
• Develop help desk policies and maintain knowledge base articles.

Skills

Help Desk Management

Technical Support

Leadership Skills

Windows OS

macOS

Jira Service Management

A/V Systems Support

Zoom Platforms

Problem-Solving Skills

Customer Service Orientation

Education

Bachelor’s degree in IT or related field

Tools

Jira Service Management

JAMF Pro

Crowdstrike

Google Workspace

Microsoft 365

Job description

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Direct message the job poster from Edmunds

At Edmunds, we’re driven to make car buying easier. Since our beginnings with printed car guides in the 60s, our focus has been on trust and innovation, empowering car shoppers. We launched the industry’s first Internet site in 1994, establishing a leadership position online. Today, as a trusted review site, millions use our tools monthly to make informed car buying decisions. We support consumers with peace of mind and dealers with effective tools to sell more cars. Our success is driven by enthusiastic employees, a progressive culture, and cutting-edge technology. Interested in joining us? Read on!

What You’re Applying For

Edmunds seeks a highly motivated Help Desk Manager to lead our support team. You will oversee end-user support services, resolve technical issues efficiently, and maintain high customer satisfaction. The ideal candidate will have strong technical expertise, leadership skills, and experience managing IT support operations across macOS and Windows environments, supporting all employees including executives.

What You’ll Do

• Lead, mentor, and manage the help desk team, fostering collaboration and high performance.
• Oversee daily help desk operations, ensuring prompt resolution of support requests.
• Develop and maintain help desk policies, procedures, and knowledge base articles.
• Monitor performance metrics and SLAs; implement continuous improvement strategies.
• Manage Jira Service Management (JSM) platform, including workflows, reporting, and automation.
• Support executive leadership with high-level technical assistance.
• Manage audio/visual systems and conference room tech for seamless meetings.
• Support Zoom web conferencing and Call Center platforms.
• Oversee endpoint security, working with IT teams to ensure Crowdstrike or similar solutions are effective.
• Handle hardware/software procurement, vendor relationships, inventory, and budgeting.
• Administer macOS and Windows OS across the organization.
• Use JAMF Pro or similar MDM for managing Apple devices.
• Collaborate with other IT teams on complex issues and strategic initiatives.
• Manage the help desk budget for cost-effectiveness.
• Stay updated on latest IT support trends and best practices.
• Participate in IT projects as needed.

What You Need

• 2-4 years of experience in help desk management, with proven leadership.
• Hands-on experience with Windows and macOS.
• Experience with JAMF Pro or similar MDM solutions.
• Support and troubleshoot A/V systems and conference tech.
• High-level support experience for executive users.
• Proficiency with Jira Service Management or similar ITSM platforms.
• Experience with Zoom platforms.
• Familiarity with Google Workspace, Microsoft 365, and Gemini apps.
• Knowledge of endpoint security solutions like Crowdstrike.
• Experience in hardware/software purchasing, vendor management, and budgeting.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Customer service orientation and ability to prioritize tasks under pressure.
• Bachelor’s degree in IT or related field, or equivalent experience.
• Availability for onsite support; hybrid role requiring in-office presence 3 days/week.

Preferred Qualifications

• ITIL certification
• JAMF certification
• Microsoft M365 Modern Desktop Administrator certification

The salary range is $137,000 - $189,000 annually, based on experience and internal equity. Edmunds offers a comprehensive benefits package including health coverage, 401K with match, stock purchase, paid parental leave, wellness programs, and more.

Why Work at Edmunds?

Recognized as a top workplace by Fortune, Great Places to Work, and others, Edmunds values diversity, innovation, and employee well-being. We’re committed to creating an inclusive environment and supporting your career growth. Interested? We’d love to hear from you!

Edmunds considers qualified candidates with criminal histories in compliance with applicable laws.