Help Desk Manager

ZRG Careers; Woodbury (MN); On-site; USD 70,000 - 100,000; Full time

Job summary

ZRG Careers in Woodbury, MN, seeks a Help Desk Manager to lead the help desk operations onsite. You will supervise a team, ensure timely assistance for PB-level employees, and drive quality improvements.

Responsibilities include onboarding/offboarding, device lifecycle, escalation for Level 1 issues, and managing Microsoft 365, Windows/macOS, and video conferencing tools. Collaboration with ITSM, Infrastructure, and Security is essential.

Qualifications

• 4+ years in IT support or help desk operations, with at least 1 year in a supervisory role.
• Hands-on in Microsoft 365, Windows, macOS environments.
• Experience with Zoom and Microsoft Teams video conferencing.
• Familiarity with identity and access management (Okta, Azure AD) and ITIL processes.

Responsibilities

• Lead daily Help Desk operations and ensure timely high-quality support for PB-level employees.
• Coach and supervise Help Desk staff, promoting accountability and continuous improvement.
• Oversee onboarding/offboarding, account provisioning, hardware deployment and recovery.
• Manage device lifecycle, maintenance, upgrades, and secure disposal.
• Provide escalation support for Level 1 issues and troubleshoot endpoints.
• Maintain and improve Help Desk documentation and SOPs.
• Monitor ticket queues and SLA performance; implement data-driven improvements.

Skills

Team leadership

Customer-focused support

Hybrid/distributed teams

Education

Associate or Bachelor's degree in IT

ITIL / CompTIA A+ certifications

Tools

Microsoft 365 Admin

Zendesk / Jira Service Management

Okta / Azure AD

Zoom / Teams administration

Job description

Help Desk Manager, Woodbury, MN (onsite)

REQUIRED QUALIFICATIONS / EXPERIENCE

• 4+ years of experience in IT support or Help Desk operations, including at least 1 year in a supervisory or team lead role.
• Hands-on experience managing support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows and macOS environments.
• Proficient in supporting video conferencing platforms such as Zoom and Microsoft Teams.
• Working knowledge of identity and access management platforms (e.g., Okta, Azure Active Directory).
• Strong understanding of ITIL principles and experience with ticketing systems such as Zendesk or Jira Service Management.
• Proven ability to manage onboarding/offboarding, asset tracking, and endpoint lifecycle processes.
• Experience working with hybrid or distributed support teams across multiple time zones.
• Associate’s or Bachelor’s degree in Information Technology or a related field preferred; relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus.

PURPOSE / IMPACT (Duties & Essential Functions)

• Lead the daily operations of the Help Desk team, ensuring timely, high-quality technology support for PB-level employees.
• Supervise and coach Help Desk staff, fostering a culture of responsiveness, accountability, and continuous improvement.
• Oversee onboarding and offboarding processes, including account provisioning, hardware deployment and recovery, and system access management.
• Manage the full lifecycle of employee devices and tools, ensuring accurate tracking, maintenance, upgrades, and secure disposal.
• Provide technical leadership and escalation support for Level 1 issues, including endpoint troubleshooting, software access, and peripheral device problems.
• Administer and support Microsoft 365 suite, Windows/macOS operating systems, and endpoint security tools.
• Oversee support for video conferencing technologies including Zoom and Microsoft Teams, ensuring high availability and usability.
• Manage and troubleshoot issues related to identity and access management systems (e.g., Okta, Azure AD).
• Maintain and continuously improve Help Desk documentation, internal knowledge bases, and standard operating procedures.
• Monitor service queues, analyze trends in ticket volumes and SLA performance, and implement process improvements based on data insights.
• Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service delivery.
• Support internal audits and compliance initiatives through effective documentation, device controls, and account governance.