IT Helpdesk Manager

We are seeking a highly experienced and proactive IT Help Desk Manager who has successfully built IT help desk processes, systems, and teams from the ground up. This individual will lead a global help desk team, ensuring efficient and effective support for our organization. The ideal candidate should have a proven track record of implementing best practices, working closely with vendors, driving corporate security initiatives, optimizing onboarding and offboarding processes, and developing key performance indicators (KPIs) to measure and improve help desk performance.

This role is onsite in San Francisco.

If this sounds like you, read on. You could be the next "Nozomier"!

 In this role, you will:

• Establish and manage a global IT help desk team, ensuring timely and effective support for end-users across multiple time zones.
• Develop and implement help desk processes, workflows, and standard operating procedures to ensure consistent and high-quality service delivery.
• Provide leadership, coaching, and mentoring to help desk team members, fostering a culture of continuous improvement and customer-centricity.
• Design, implement, and manage help desk systems and tools, including ticketing systems, knowledge bases, and remote support solutions.
• Identify opportunities to optimize help desk operations, implement automation, and leverage technology to enhance efficiency and user experience.
• Develop and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting procedures.
• Develop, implement, and manage efficient onboarding and offboarding processes for employees and vendors globally, ensuring a seamless experience.
• Collaborate with HR, IT, and other departments to standardize procedures for setting up and terminating access to systems, software, hardware, and other IT resources.
• Ensure that onboarding/offboarding workflows adhere to security policies and compliance requirements, and that all necessary steps are tracked and completed within defined timeframes.
• Monitor and continuously improve the onboarding and offboarding processes to increase efficiency and minimize disruptions.
• Collaborate with third-party vendors to manage service agreements, software licensing, hardware procurement, and support contracts.
• Evaluate vendor performance, negotiate contracts, and ensure that service levels are met or exceeded.
• Act as the primary point of contact for external partners, ensuring smooth coordination and integration with the help desk team.
• Implement and enforce IT security policies and best practices across the help desk function, ensuring compliance with corporate security standards.
• Conduct regular security assessments, audits, and training to ensure the help desk team adheres to data protection and cybersecurity protocols.
• Collaborate with the cybersecurity team to identify and mitigate potential security risks, vulnerabilities, and incidents.
• Define, develop, and track key performance indicators (KPIs) to measure help desk performance, efficiency, and customer satisfaction.
• Generate and analyze reports on ticket resolution times, user feedback, and team productivity to identify areas for improvement.
• Establish service level agreements (SLAs) and ensure that the help desk team consistently meets or exceeds targets.
• Oversee the delivery of IT support services to a diverse, global user base, ensuring issues are resolved promptly and effectively.
• Coordinate with regional IT teams to provide consistent support across all locations, adapting processes as needed to accommodate regional differences.
• Implement escalation procedures to ensure high-priority incidents are resolved quickly and with minimal impact on business operations.
• Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust

To be successful in this opportunity, you will have:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience managing an IT help desk, with a proven record of building and leading help desk teams.
• Experience managing a global help desk team, including coordinating across different time zones and cultures.
• Proven experience in optimizing onboarding and offboarding processes for employees and vendors on a global scale.
• Strong expertise in help desk ticketing systems, remote support tools, and IT service management (ITSM) platforms.
• Demonstrated experience in vendor management, including negotiating contracts, managing service levels, and coordinating with third-party providers.
• Solid knowledge of corporate security practices, data protection, and cybersecurity standards.
• Experience developing and tracking KPIs, SLAs, and performance metrics to drive service improvement.
• Excellent leadership, communication, and problem-solving skills with the ability to work effectively in a fast-paced environment.
• Relevant certifications (e.g., ITIL, HDI, CompTIA Security+, or CISSP) are highly desirable.
• Understanding and ability to follow InfoSec guidelines and principles and IT services

Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is $140,700 - $174,800. This is the range the company reasonably and in good faith expects to pay for the position taking into account factors including job-related knowledge, skillset, experience, education and training, certifications, and other relevant business factors. Applications outside the range are welcome to apply.

Additional Compensation and Benefits: The company also offers a wide range of competitive benefits, including medical, dental, vision, life insurance, and disability insurance for eligible employees.  The successful candidate may also be eligible to participate in the company’s equity program and/or variable bonus program, subject to the rules governing such programs.

In addition, eligible employees are able to enroll in a 401(k) plan along with the employer matching program. Nozomi Networks also offers eligible employees flexible paid time off, paid holidays and paid parental leave.