customer support
Posted 1 weeks agoGlobal Help Desk Manager
at Horizon3.ai
United StatesHybrid
Responsibilities
- experience - Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies - Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms - Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership - Drive continuous improvement across the
Requirements
- Get to Know Us Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them.
- The ideal candidate brings strong IT operations experience, a customer-service mindset, and the ability to partner effectively across Security, Engineering, People, and business teams.
- experience in IT support, help desk operations, or end-user services within a modern, distributed company - Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations - Must have
- experience leading or mentoring IT support professionals while remaining hands-on and technically credible - Must be knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems - Must have strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively - Must be able to work independently and as part of a team, with a strong
- experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership - Must have a strong customer-service mindset and the ability to balance responsiveness with operational discipline MINIMUM EDUCATION AND
- EXPERIENCE - Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience - 6+ years of
- experience leading support analysts or serving as a technical lead in a help desk or IT operations function -
- Experience supporting a distributed or remote-first workforce - Prior
- experience managing escalations, improving support processes, and driving service quality in a hands-on capacity Required Tech Stack