Helpdesk Manager - AI-Driven IT Support Lead

internetbrands; El Segundo (CA); On-site; USD 113,000 - 138,000; Full time

Benefits offered by this job

Health insurance options

401(k) with company match

Paid time off & holidays

Commuter benefits

Employee Assistance Program (EAP)

Well-being coaching

Voluntary benefits (home, auto and pet

Job summary

Internet Brands, headquartered in El Segundo, CA, is seeking a Helpdesk Manager to oversee the daily operations of the Helpdesk team across IB offices. This role blends hands-on technical leadership, team mentorship, and stakeholder engagement to deliver exceptional IT support and operational excellence.

The ideal candidate will bring a strong background in troubleshooting and helpdesk management, be adept at driving process improvements, and partner with corporate operations on AI and

Qualifications

• Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment.
• Bachelor’s degree in Engineering, Computer Science, or related field preferred; equivalent experience considered.
• Proven direct management experience leading technical teams and escalation management.

Responsibilities

• Lead AI strategy and automation initiatives for L1 support.
• Oversee Helpdesk staff and monitor SLA metrics.
• Collaborate with operations on new enterprise AI tools.
• Maintain IT policies, security standards, and compliance.
• Ensure office technology management and vendor relationships.

Skills

Leadership

Customer service

Technical troubleshooting

Communication

Education

Bachelor’s degree in Engineering/CS or related field

Tools

ITSM platforms (ServiceNow, Jira, Service Desk Plus, Zendesk)

Job description

Internet Brands, headquartered in El Segundo, CA, is seeking a Helpdesk Manager to oversee the daily operations of the Helpdesk team across IB offices. This role blends hands-on technical leadership, team mentorship, and stakeholder engagement to deliver exceptional IT support and operational excellence.

The ideal candidate will bring a strong background in troubleshooting and helpdesk management, be adept at driving process improvements, and partner with corporate operations on AI and