Manager, Help Desk

Purpose Brands; Woodbury (MN); Hybrid; USD 84,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental & Vision coverage

Hybrid work environment

401(k) matching at 4%

Unlimited time off + holidays

Job summary

Purpose Brands is seeking a Help Desk Manager to lead the daily operations of the IT support team across brands and ensure timely, high‑quality technology assistance for all staff. You will oversee onboarding, device lifecycle, escalation, and lifecycle management of hardware and software tools.

You will administer Microsoft 365, Windows and macOS, and security tooling, while guiding process improvements and documenting SOPs to boost employee satisfaction and service delivery.

Qualifications

• 4+ years in IT support or Help Desk, with at least 1 year in a supervisory role.
• Hands-on experience with Microsoft 365, Windows and macOS.
• Experience with Zoom and Microsoft Teams for video conferencing.
• Familiarity with IAM platforms (Okta, Azure AD).
• Knowledge of ITIL and ticketing (Zendesk or Jira Service Management).
• Strong communication, leadership and customer service focus.

Responsibilities

• Lead daily operations of the Help Desk team and ensure timely, high‑quality support.
• Coach and supervise Help Desk staff to improve responsiveness and accountability.
• Oversee onboarding/offboarding, asset provisioning, and device lifecycle.
• Provide Level 1 escalation support for endpoint issues and access problems.
• Administer Microsoft 365, Windows/macOS, and endpoint security tools.
• Support Zoom/Microsoft Teams and identity management systems (Okta, Azure AD).
• Maintain Help Desk docs, SOPs and knowledge bases; monitor queues and SLA trends.
• Collaborate with ITSM, Infra, Security; support audits and compliance.

Skills

People Leadership

Communication

Customer Service

Technical Troubleshooting

Data-Driven Decisions

Education

Associate or Bachelor’s degree in Information Technology

IT certifications (CompTIA A+, Microsoft, ITIL)

Tools

Zendesk

Jira Service Management

Okta

Azure Active Directory

Job description

Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, and The Bar Method, is seeking a Help Desk Manager to join its team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture.The Help Desk Manager will lead and optimize technology support for PB-level employees across all brands. This individual will oversee the Help Desk team responsible for daily technology requests, onboarding/offboarding, and lifecycle management of employee hardware and software tools.This role is ideal for someone who is passionate about people and process, has a strong IT support background, and can lead teams in a high-growth, service-driven environment. The Manager will ensure timely and high-quality support while improving processes, tools, and employee satisfaction.PURPOSE / IMPACT (Duties & Essential Functions)Lead the daily operations of the Help Desk team, ensuring timely, high-quality technology support for PB-level employees.Supervise and coach Help Desk staff, fostering a culture of responsiveness, accountability, and continuous improvement.Oversee onboarding and offboarding processes, including account provisioning, hardware deployment and recovery, and system access management.Manage the full lifecycle of employee devices and tools, ensuring accurate tracking, maintenance, upgrades, and secure disposal.Provide technical leadership and escalation support for Level 1 issues, including endpoint troubleshooting, software access, and peripheral device problems.Administer and support Microsoft 365 suite, Windows/macOS operating systems, and endpoint security tools.Oversee support for video conferencing technologies including Zoom and Microsoft Teams, ensuring high availability and usability.Manage and troubleshoot issues related to identity and access management systems (e.g., Okta, Azure AD).Maintain and continuously improve Help Desk documentation, internal knowledge bases, and standard operating procedures.Monitor service queues, analyze trends in ticket volumes and SLA performance, and implement process improvements based on data insights.Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service delivery.Support internal audits and compliance initiatives through effective documentation, device controls, and account governance.REQUIRED QUALIFICATIONS / EXPERIENCE4+ years of experience in IT support or Help Desk operations, including at least 1 year in a supervisory or team lead role.Hands-on experience managing support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows and macOS environments.Proficient in supporting video conferencing platforms such as Zoom and Microsoft Teams.Working knowledge of identity and access management platforms (e.g., Okta, Azure Active Directory).Strong understanding of ITIL principles and experience with ticketing systems such as Zendesk or Jira Service Management.Proven ability to manage onboarding/offboarding, asset tracking, and endpoint lifecycle processes.Excellent communication, leadership, and problem-solving skills with a focus on customer service and team development.Experience working with hybrid or distributed support teams across multiple time zones.Associate’s or Bachelor’s degree in Information Technology or a related field preferred; relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus.COMPETENCIESPeople Leadership & CoachingService Excellence & EmpathyProcess OptimizationTechnical TroubleshootingCommunication & DocumentationData-Driven Decision MakingSALARY: 84,000-$108,000What’s in it for you?We offer a competitive salary along with exceptional benefits such as:Medical, Dental and Vision CoverageHybrid Work EnvironmentLife and Disability InsuranceUnlimited Time off + Paid HolidaysFlexible Friday's between Memorial Day and Labor Day401(K) Savings Plan Matching at 4%10 Coaching and Therapy sessionsMental Health BenefitsBrand Discounts & ReimbursementsIn-house workout facilitiesProfessional Development OpportunitiesTeam Building, Employee Engagement Activities & so much moreWORK SCHEDULEPurpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:Remote optional: FridaysOn-site days: Mondays, Tuesdays, Wednesdays and ThursdaysDIVERSITY, EQUITY, AND INCLUSION STATEMENTPurpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.EEO STATEMENTPurpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.