The Helpdesk Manager leads the IT helpdesk team supporting Internet Brands offices and owns the quality of IT service in the office. You will manage the team day to day, meet SLAs, help with escalated issues, and work with business stakeholders and executives to keep users productive. You will also lead our effort to use AI and automation to resolve routine requests faster and free up the team for higher-value work.
What You’ll Do
Manage the team
Directly manage helpdesk staff, including scheduling, coverage, and workload distribution
Track performance metrics and make sure the team meets response and resolution SLAs
Coach and develop team members, using ticket and call data to give specific, targeted feedback
Build a collaborative, customer-focused team culture
Step in as a hands-on technical lead on escalated incidents and complex troubleshooting
Run office IT operations
Own the quality of technology services in the office, including conference rooms, employee desk setups, IT onboarding, printers, tech walk-up areas, and IT storage
Provide priority support to senior leadership
Partner with facilities, network, and infrastructure teams to keep systems stable
Track user satisfaction scores and act on what they show
Make sure the team follows IT policies, security standards, and compliance requirements
Manage assets and vendors
Maintain the IT asset inventory, including procurement, tracking, and replacement
Follow procurement policies, approval workflows, and budget guidelines
Coordinate license renewals, equipment orders, and vendor relationships
Run periodic audits for compliance, budget, and security
Use AI and automation to improve support
Implement and tune AI tools (e.g., chatbots, agentic AI) to resolve frequent requests automatically, such as Active Directory lockouts, password resets, and software provisioning
Keep the knowledge base and helpdesk SOPs current and well structured so both people and AI tools can use them
Use AI-driven QA tools (e.g., RingSense AI, automated ticket auditing) to track sentiment, ticket categorization accuracy, and first-contact resolution
Review ticket trends regularly to find recurring low-complexity issues and propose new automation
Communicate
Serve as the main point of contact for helpdesk services in your office and region
Report to management on issues, service trends, and opportunities for improvement
Manage expectations with internal business units and key stakeholders
Required
7+ years managing or supervising in a helpdesk or IT support environment, with direct management of a technical team
Strong technical troubleshooting and escalation management skills
Experience with Active Directory and Google Workspace
Experience with ITSM platforms (e.g., ServiceDesk Plus, YouTrack)
Working knowledge of TCP/IP, DNS, and DHCP, and experience troubleshooting VPN, Wi-Fi, and basic connectivity
Ability to analyze performance data, spot trends, and drive process improvements
Strong communication, interpersonal, and organizational skills
Preferred
Bachelor’s degree in Engineering, Computer Science, or a related field (equivalent experience considered)
Experience with Endpoint Central, Microsoft Intune, and/or Jamf Pro
Familiarity with Windows Autopilot and Apple Business Manager
Familiarity with MFA and SSO technologies, including SAML and OAuth
Experience with PowerShell
Experience implementing AI or automation tools in an IT support setting
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra
Skills Required
- Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment
- Direct management experience leading technical teams
- Strong background in technical troubleshooting and escalation management
- Excellent communication and interpersonal skills with a customer service orientation
- Ability to work hands-on in a dynamic environment while maintaining strategic oversight
- Ability to analyze performance data, identify trends, and drive process improvements
- Strong organizational skills with attention to detail and follow-through
- Familiarity with ITSM platforms such as ServiceNow, Jira, Service Desk Plus, or Zendesk
What We Do
Our Company: WebMD is a leading provider of health information services to consumers, physicians, healthcare professionals, employers and health plans. Our Business: WebMD is the leading provider of health information and services to consumers and healthcare professionals. The online healthcare information, decision-support applications and communications services that we provide: help consumers take an active role in managing their health by providing objective healthcare information and lifestyle information. make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers. enable employers and health plans to provide their employees and plan members with access to personalized heath and benefit information and decision support technology that helps them make informed benefit, provider and treatment choices.
