IT Help Desk Manager: Lead & Optimize Onsite IT Ops

The People Concern

Los Angeles (CA)

On-site

USD 95,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Planning (403b) & Matching

Employee Assistance Program (EAP)

Paid Holidays

Paid Vacation Days

Paid Sick Days

Telus Health

Flexible Spending Account (FSA)

Basic Life / AD&D

Voluntary Short‑/Long‑Term Disability

Voluntary Pet Insurance

Corporate Discounts on Hotels, Theme P

People Concern University & Certiﬁc.

Job summary

The People Concern in Los Angeles is seeking an IT Help Desk Manager to lead our on-site IT operations. You will manage a team of technicians, oversee daily ticket handling, and align IT services with organizational goals.

The role requires hands-on expertise in desktop support, VOIP, MDM, and security, plus strong communication and budgeting skills. Travel between sites may be required; excellent customer service and leadership are essential.

Qualifications

Must be able to work on-site in LA locations to support the team and the bulk of the end-user issues.
Current, valid CA Driver’s license and current vehicle insurance.
Associate’s degree or equivalent combination of education/technical training and computer science or engineering experience (3+ years).
Knowledgeable with B4 Phish Alert platform, VOIP systems, Jive, RingCentral, Verizon IPC, Apple iPhone troubleshooting and system maintenance, basic router set up, configuration and troubleshooting, basic server maintenance, most laptop/PC and IT-related equipment repair and installation, Windows OS and macOS, installation and configuration of typical office-setting equipment and new software as needed.
Will be required to travel between various sites within a certain day or week to solve issues.
Night, early morning and weekend calls may occur; this position will be the primary point of contact.
Excellent leadership skills, including goal‑setting, motivation, keeping others on task and meeting expectations of scheduled tasks and priorities.

Responsibilities

Daily, work independently to prioritize, assign, and handle with excellent customer service and great results the various help‑desk related questions and issues that arise.
Manage IT Help Desk Technicians/Assistants/Coordinators by deploying, scheduling, assigning and planning their work days and week.
Weekly 1:1 supervision meetings with each of the Technicians regarding mentoring, problem solving and strategic goals.
Attend monthly manager meetings of TPC, and other required meetings for management level updates and feedback.
Facilitate, edit and create trainings and communications as required regarding IT department updates, including end‑user training and creation of pre‑recorded training videos.
Work closely with the Director of IT to move the organization into the needed areas of strategic growth, systematic changes, and provide analysis of the issues faced by end users.
Prepare invoices as needed, sign off on expenses, and reconcile budget with Director’s guidance as needed.
Recommend process and vendor changes when applicable.
Assist in the software and hardware life cycle management processes, including research, packaging, quality assurance, and deployment preparation.
Set up new users, including desktop configuration, email accounts, LDAP accounts, VPN accounts.
Support employees, both local and remote, with desktop issues, account issues, and access to various internal services.
Troubleshoot software issues on employees’ desktops/laptops.
Some off‑hours support may apply.
Enterprise remote mobile device management.
Enterprise user equipment provisioning, installing, and maintenance – smartphones, desktops, laptops, tablets, VoIP, and POTS phones.
Printer management – local and network printer setup, install troubleshooting.
Authoring and upkeep of documents for User Guides and Standard Operation Procedures (SOP).
Perform related duties as assigned or requested.