IT Helpdesk Manager: Lead Support Operations

Compunnel, Inc.; Chino, Northern (CA, KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Compunnel, Inc. in California is seeking an experienced IT Helpdesk Manager to lead the technical support team and deliver exceptional customer service across the organization.

The role combines strategic leadership with hands-on technical work, overseeing asset lifecycle, incident response, project execution, and continuous process improvements to maintain a high-performing IT support environment. Candidates should have a Bachelor's in IT or related field and 10+ years in IT Helpdesk with at

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 10+ years in IT Helpdesk/Service Desk or End User Support.
• 5+ years in leadership overseeing technical support teams.

Responsibilities

• Develop and improve helpdesk processes, workflows, knowledge base content, and support documentation.
• Analyze support trends and metrics to identify opportunities for increased efficiency and service quality.
• Drive adoption of ITIL-based service management best practices.
• Ensure consistent delivery of high‑quality customer support across all locations and departments.
• Manage relationships with technology vendors and support partners.
• Serve as the first escalation point for complex technical issues involving hardware, software, networking, Microsoft 365, endpoint devices, and enterprise applications.
• Demonstrate advanced troubleshooting skills and guide team members through root cause analysis and problem resolution.
• Remain actively involved in support operations and provide hands‑on technical assistance when necessary.
• Lead major incident response efforts and ensure timely communication and resolution.
• Identify recurring issues and implement long‑term corrective actions.
• Lead, mentor, coach, and develop a team of Helpdesk and End User Support professionals.
• Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement.
• Conduct performance reviews, goal setting, career development planning, and regular coaching sessions.
• Establish and monitor SLAs, KPIs, and operational metrics.
• Manage staffing requirements, scheduling, workload distribution, and escalation management.
• Own and manage the complete lifecycle of IT assets, including procurement, deployment, tracking, maintenance, refresh, and retirement.
• Ensure accurate inventory management of hardware, software licenses, peripherals, and mobile devices.
• Develop and maintain asset management policies, standards, and documentation.
• Partner with procurement and vendors to optimize asset utilization and control costs.
• Conduct periodic asset audits and ensure compliance with organizational standards.
• Lead or participate in IT projects related to desktop support, hardware refreshes, software deployments, system upgrades, migrations, and workplace technology initiatives.
• Coordinate project planning, resource allocation, timelines, risks, and stakeholder communications.
• Ensure projects are delivered on schedule, within scope, and aligned with business objectives.
• Collaborate with infrastructure, security, networking, and application teams to execute cross‑functional initiatives.

Skills

Leadership

Troubleshooting

ITIL

Vendor management

Project management

Customer service

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

Microsoft 365

Job description

Compunnel, Inc. in California is seeking an experienced IT Helpdesk Manager to lead the technical support team and deliver exceptional customer service across the organization.

The role combines strategic leadership with hands-on technical work, overseeing asset lifecycle, incident response, project execution, and continuous process improvements to maintain a high-performing IT support environment. Candidates should have a Bachelor's in IT or related field and 10+ years in IT Helpdesk with at