Help Desk Manager - Austin, TX

Why 360training · At 360training, we're more than an online training provider—we're on a mission to empower people and organizations to thrive. As a fast-growing leader in online and live training across multiple industries, we deliver regulatory-approved training and certificati ...

Job description

Why 360training

At 360training, we're more than an online training provider—we're on a mission to empower people and organizations to thrive. As a fast-growing leader in online and live training across multiple industries, we deliver regulatory-approved training and certifications that power careers and businesses. Our culture is grounded in two values: Deliver Results and Do the Right Thing. We operate as a collaborative, performance-driven organization where data plays a critical role in shaping strategy and outcomes. If you're excited to turn analytics into impact and influence meaningful decisions, 360training is the place for you.

No Visa Sponsorship for this role - This is a Hybrid position that will require 2 days in office.

IT Helpdesk Manager

The IT Helpdesk Manager serves as both a player and coach, providing hands-on technical support while leading a geographically distributed helpdesk team. This role is responsible for ensuring timely and effective end-user support across all locations and maintaining a high standard of customer service. The ideal candidate combines strong technical proficiency with leadership skills to coach and develop the team, drive continuous improvement, and deliver a consistent, high-quality end-user experience.

The role is hybrid, requiring onsite presence at the Austin, TX office at least two days per week to provide in-person support and maintain close alignment with internal stakeholders.

Key Responsibilities:

Leadership & Team Management

• Lead, mentor, and support a global helpdesk team, setting clear expectations and providing ongoing feedback.
• Serve as a player/coach, directly handling tickets, escalations, and onsite support while coaching others to increase performance and effectiveness.
• Conduct regular check-ins, performance evaluations, and career development planning for helpdesk staff.
• Foster a culture of accountability, collaboration, and customer service excellence.
• Effectively communicate technical concepts to both technical and non-technical audiences.

End User Support & Service Desk Operations

• Provide hands-on support for users at the Austin headquarters several days per week, ensuring high-touch service and quick resolution of onsite issues.
• Oversee end-user support services across multiple geographies, ensuring timely ticket resolution and high customer satisfaction.
• Monitor helpdesk KPIs (first response time, resolution time, customer satisfaction, etc.) and implement improvements.
• Track and analyze trends in support requests, escalate recurring issues, and recommend long-term fixes.
• Ensure accurate documentation of incidents, resolutions, and FAQs to build knowledge resources.
• Manage onboarding support for new hires—ensuring equipment, credentials, and accounts are ready for a smooth Day 1 experience.
• Manage and support video collaboration tools, conference room technologies, and productivity software (e.g., Microsoft 365, Teams, etc.).

Asset & Inventory Management

• Ensure effective inventory management of equipment across four geographies, including budgeting for expected growth and device refresh cycles.
• Oversee procurement, deployment, and recovery of laptops, desktops, peripherals, and mobile devices.
• Partner with Finance to forecast refresh and growth costs in alignment with company policy.
• Manage logistics to ensure equipment is delivered quickly to new hires and replacements are issued promptly when needed.

Incident & Problem Management

• Serve as escalation point for critical incidents, coordinating resolution and communication.
• Conduct root cause analysis of recurring issues and partner with other IT teams to prevent recurrence.
• Ensure timely communication of outages or service interruptions to affected users.

Tools, Processes & Compliance

• Implement and manage mobile device management (MDM) to streamline provisioning, enforce security policies, and improve visibility of assets.
• Maintain endpoint compliance and security standards using Intune and endpoint protection tools.
• Promote IT service management best practices (incident, problem, and service request fulfillment) aligned with ITIL.
• Ensure helpdesk processes, policies, and procedures are well-documented, updated, and consistently followed.

Vendor & Stakeholder Management

• Manage relationships with third-party support vendors, ensuring SLAs are met.
• Collaborate with business stakeholders to understand evolving end-user needs and adjust support accordingly.

Required Skills:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT helpdesk or end-user support, with at least 2 years in a supervisory/management role.
• Proven experience acting as a hands-on leader ("player/coach") within a service-oriented IT environment.
• Strong technical expertise in Microsoft technologies (Microsoft 365, Intune, Teams, SharePoint, Active Directory/Azure AD).
• Experience with helpdesk ticketing systems and ITSM tools (e.g., ServiceNow, Jira, Zendesk).
• Strong leadership, organizational, and communication skills.
• Customer-service oriented with a proven ability to build rapport and trust with end users.
• Familiarity with ITIL frameworks and service delivery best practices (ITIL certification preferred).
• Ability to prioritize, multitask, and adapt in a fast-paced environment.