Helpdesk Manager

Helpdesk Manager
IB HQ, El Segundo
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