Helpdesk Manager

Winixx Inc.; Atlanta (GA); Remote; USD 80,000 - 115,000; Full time

Benefits offered by this job

Competitive base salary

Performance bonus program

Hybrid work environment

Career growth across 30+ SaaS products

Paid time off and holidays

Professional development support

Job summary

Winixx Inc. is seeking a Helpdesk Manager to lead our IT support function for a distributed, remote-first workforce. You will set service standards, manage escalations, and drive continuous improvement in support quality and efficiency.

The role requires 5+ years in IT support with 2+ years in a leadership capacity. Strong experience with Zendesk, ServiceNow, or Freshservice and proficiency in macOS, Windows, and Google Workspace is essential.

Qualifications

• Minimum 5+ years in IT support
• At least 2 years in a team lead/management role
• Experience managing helpdesk operations for a distributed or remote-first workforce
• Proficient with IT ticketing platforms such as Zendesk, ServiceNow, or Freshservice
• Strong understanding of macOS, Windows, and Google Workspace administration
• Excellent coaching and people development skills
• Bachelor's degree in Information Technology or a related field
• ITIL Foundation certification is preferred

Responsibilities

• Lead and manage the Winixx IT helpdesk team across Tier 1 and Tier 2 support
• Define service level agreements and ensure SLA compliance across all support channels
• Develop and maintain the helpdesk knowledge base and self-service resources
• Manage the IT ticketing system and optimize workflows for efficient ticket routing and resolution
• Handle escalated IT issues that require management involvement or cross-team coordination
• Hire, onboard, and develop IT support team members
• Track and report on helpdesk metrics including ticket volume, resolution time, and user satisfaction
• Partner with the systems and security teams on IT improvement initiatives

Skills

IT support

Team leadership

Remote helpdesk

Coaching

Data-driven

Education

Bachelor's degree in Information Technology

ITIL Foundation (preferred)

Tools

Zendesk

ServiceNow

Freshservice

Job description

Atlanta, US Remote Full-time $80,000 – $115,000

About Winixx

Winixx Inc. is a New York-based technology holding company operating a portfolio of over 30 SaaS platforms across freight, fleet management, financial infrastructure, and market intelligence. Founded with a mission to modernize fragmented and underserved industries, Winixx builds technology that removes inefficiencies, creates transparency, and puts more value in the hands of the actual work. Our flagship products include Winixx Freight, a next-generation load board with embedded instant payment; fleetOS, a comprehensive fleet management and roadside assistance platform; and Baron Meddy Financial, our financial infrastructure arm facilitating capital deployment, escrow, and M&A advisory across verticals. Winixx is headquartered in Atlanta, Georgia, with remote teams operating nationwide.

Role Summary

The Helpdesk Manager leads the Winixx IT support function — building the team, the processes, and the tooling that ensures every employee gets fast, expert help when they need it. You will set the service standards, manage escalations, and drive continuous improvement in IT support quality and efficiency.

What You'll Do

• Lead and manage the Winixx IT helpdesk team across Tier 1 and Tier 2 support
• Define service level agreements and ensure consistent SLA compliance across all support channels
• Develop and maintain the helpdesk knowledge base and self-service resources
• Manage the IT ticketing system and optimize workflows for efficient ticket routing and resolution
• Handle escalated IT issues that require management involvement or cross-team coordination
• Hire, onboard, and develop IT support team members
• Track and report on helpdesk metrics including ticket volume, resolution time, and user satisfaction
• Partner with the systems and security teams on IT improvement initiatives

What We're Looking For

• 5+ years of IT support experience with at least 2 years in a team lead or management role
• Experience managing helpdesk operations for a distributed or remote-first workforce
• Proficiency with IT ticketing platforms such as Zendesk, ServiceNow, or Freshservice
• Strong understanding of macOS, Windows, and Google Workspace administration
• Excellent coaching and people development skills
• Data-driven approach to service quality improvement
• Bachelor's degree in Information Technology or a related field
• ITIL Foundation certification is preferred

• Competitive base salary commensurate with experience
• Performance bonus program tied to individual and company milestones
• Hybrid work environment with flexible scheduling
• Career growth opportunities across 30+ SaaS products and multiple verticals
• Front-row seat at a technology company at the beginning of a major national expansion
• Collaborative, mission-driven team environment
• Paid time off and company holidays
• Professional development and continuing education support

Winixx Inc. is an equal opportunity employer. We evaluate all applicants on the basis of qualifications, experience, and demonstrated ability without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable law.

The compensation range reflected in this posting represents the minimum and maximum target range for this position. Individual pay within the posted range is determined by a candidate's demonstrated experience, educational background, skill set, and geographic location. Final compensation is established at the time of offer and may fall anywhere within the stated range based on these factors.

Compensation ranges reflect national US market data and are subject to change. Additional forms of compensation may include performance bonuses, equity participation, and other benefits as outlined in your offer documentation.