Information Technology Help Desk Manager

Headfarmer; Gilbert (AZ); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company contributions

Onsite—Gilbert, AZ

Flexible PTO

Visa sponsorship not available

Job summary

Headfarmer is hiring an IT Manager to own day-to-day service desk operations and help build out a growing support team. This is a hands-on role for someone who still likes being in the weeds — not a hands-off management position.

You'll be the escalation point for the team's ticket queue and provide white-glove support to executive end users. Based in Gilbert, AZ, the role will mentor a team across multiple states as it grows to four direct reports, manage onboarding/provisioning, and oversee IT

Qualifications

• 7+ years of IT operations, service desk, or technical support leadership.
• Hands-on and technically strong — comfortable working tickets personally.
• Experience owning an ITSM/ticketing platform (e.g., Freshservice, ServiceNow, Zendesk, or similar) — configuring workflows and escalation paths, not just using one
• Experience with RMM/endpoint management tools (e.g., NinjaOne or similar)
• Solid networking and security fundamentals (DNS, firewalls, basic incident response)
• Experience supporting a distributed/remote team across multiple locations
• Bachelor's degree or equivalent practical experience

Responsibilities

• Own and run day-to-day service desk operations, acting as the escalation point for a team handling ~150 tickets per week
• Provide white-glove, high-touch IT support to executive end users
• Manage onboarding/offboarding, account provisioning, and endpoint lifecycle (deployment, refresh, recovery, disposal) for a distributed workforce
• Support hands-on hardware work at a nearby co-location data center site
• Lead and mentor a support team spread across multiple U.S. states as it grows to four direct reports
• Own software license tracking, renewals, and IT asset inventory
• Coordinate IT procurement, vendor access, and purchasing workflows
• Use — and help govern — AI-assisted tools within IT operations

Skills

IT operations leadership

Hands-on ticketing

ITSM platform ownership

RMM/endpoint tools

Networking fundamentals

Distributed team support

AI governance in IT

Education

Bachelor's degree or equivalent

Tools

Freshservice

ServiceNow

Zendesk

NinjaOne

Job description

Our client, a fast-growing technology company serving thousands of clients nationwide, is hiring an IT Manager to own day-to-day service desk operations and help build out a growing support team.

This is a hands-on role for someone who still likes being in the weeds — not a hands-off management position. You'll be the escalation point for the team's ticket queue, provide white-glove support to executive end users, and help stand up the structure for a team that will grow to four direct reports.

What You'll Do

• - Own and run day-to-day service desk operations, acting as the escalation point for a team handling ~150 tickets per week
• - Provide white-glove, high-touch IT support to executive end users
• - Manage onboarding/offboarding, account provisioning, and endpoint lifecycle (deployment, refresh, recovery, disposal) for a distributed workforce
• - Support hands-on hardware work at a nearby co-location data center site
• - Lead and mentor a support team spread across multiple U.S. states as it grows to four direct reports
• - Own software license tracking, renewals, and IT asset inventory
• - Coordinate IT procurement, vendor access, and purchasing workflows
• - Use — and help govern — AI-assisted tools within IT operations

What You Bring

• - 7+ years of experience in IT operations, service desk, or technical support leadership
• - Hands-on and technically strong — comfortable working tickets personally, not just delegating
• - Experience owning an ITSM/ticketing platform (e.g., Freshservice, ServiceNow, Zendesk, or similar) — configuring workflows and escalation paths, not just using one
• - Experience with RMM/endpoint management tools (e.g., NinjaOne or similar)
• - Solid networking and security fundamentals (DNS, firewalls, basic incident response)
• - Experience supporting a distributed/remote team across multiple locations
• - Comfortable using AI tools in an IT context, with a governance/risk-aware mindset
• - Bachelor's degree or equivalent practical experience

Nice to Have

• - Experience in a regulated industry (banking, fintech, healthcare, etc.)
• - $110,000–$130,000 base salary, bonus eligible based on performance
• - Comprehensive medical, dental, and vision coverage
• - Flexible PTO, company holidays, and parental/caregiver leave
• - Immediately vested 401(k) with company contributions
• - Onsite role based in Gilbert, AZ; minimal travel required
• - Visa sponsorship is not available for this role