Job Description

The IT Helpdesk Manager is responsible for the leadership, strategy, and overall performance of the organization's IT Helpdesk function. This role oversees end-user technical support operations, new employee IT onboarding, and the delivery of Level 1 and Level 2 support services. The IT Helpdesk Manager leads and develops a team of support professionals, sets team goals and service standards, and partners with IT leadership and other departments to ensure a consistent, high-quality end-user experience that supports the organization's operational objectives. This is a full-time role with hybrid opportunities available.

Responsibilities

• Managing the overall operations and day to day of the IT Helpdesk, ensuring timely and effective resolution of end-user support requests within established SLAs

• Supervising, mentoring, and developing Helpdesk team members, including conducting performance evaluations and reviews in coordination with IT management

• Overseeing the new employee IT onboarding program, ensuring a smooth and consistent setup experience for all incoming staff

• Establishing and enforcing helpdesk policies, procedures, and best practices to maintain a high standard of service quality and operational consistency

• Monitoring support queue performance and team workload, making staffing and prioritization decisions to ensure service levels are maintained

• Analyzing support trends and ticket data to identify recurring issues, drive proactive resolutions, and reduce overall incident volume

• Evaluating and managing risks to service delivery, identifying potential impacts to end-user productivity and escalating appropriately

• Partnering with IT Infrastructure, Cloud, and other teams to ensure complex issues beyond Level 2 scope are escalated and resolved efficiently

• Overseeing helpdesk-related projects from planning through completion, defining scope, coordinating with stakeholders, and ensuring objectives are met on time

• Serving as a primary point of contact between the IT Division and other divisions for end-user support needs, escalations, and service-related inquiries

• Maintaining and updating helpdesk documentation, knowledge base resources, and process workflows

• Coordinating with the IT Procurement team on hardware and software needs for the Helpdesk, providing requirements and supporting purchasing decisions as needed

Requirements

• 5+ years of experience in an IT support or helpdesk-related field

• 2+ years in a supervisory or team lead capacity

• Strong working knowledge of end-user computing environments, including hardware, operating systems, productivity software, and common enterprise applications

• Experience with Active Directory and/or Microsoft Intune, MacOS management, including user account management, device management, and access provisioning

• Experience with helpdesk ticketing platforms (e.g., ServiceNow, Jira, Zendesk, or similar)

• Proven ability to lead, develop, and motivate a technical support team

• Strong analytical skills with the ability to interpret support data and drive continuous improvement

• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders

• Ability to work collaboratively across cross-functional teams and adapt to shifting priorities

• Knowledge of IT security principles and best practices as they relate to end-user support

• Familiarity with compliance requirements and regulations, including ISO 27001

About Us

Who are we?

Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles, we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration.

Why Choose Inductive Automation?

Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment.

We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture.

The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering.

Benefits and Perks

• 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance

• Paid Time Off: Receive paid holidays, vacation, and sick time

• 401k with Match: Save for the future with our company-matching 401k program

• World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball

• Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire

Additional Information

At this time, we are unable to offer employment for individuals located outside of the United States and/or those who require sponsorship for employment visa status (e.g., H-1B visa status). We know you've got a lot of options when seeking an employer where your skills and talents will shine, so we really appreciate that you considered us.

Inductive Automation, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, and status as a protected veteran or individual with a disability. Verification of US employment eligibility required.