Purpose Brands, LLC · 1 month ago
Manager, Help Desk
Boca Raton, FL
Full-time
Hybrid
Mid Level
$84K/yr - $108K/yr
4+ years expPurpose Brands, the parent company of several fitness brands, is seeking a Manager, Help Desk to lead and optimize technology support for PB-level employees. The role involves overseeing the Help Desk team, managing technology requests, and ensuring high-quality support while improving processes and employee satisfaction.
Health Wellness & Fitness
Responsibilities
Lead the daily operations of the Help Desk team, ensuring timely, high-quality technology support for PB-level employees
Supervise and coach Help Desk staff, fostering a culture of responsiveness, accountability, and continuous improvement
Oversee onboarding and offboarding processes, including account provisioning, hardware deployment and recovery, and system access management
Manage the full lifecycle of employee devices and tools, ensuring accurate tracking, maintenance, upgrades, and secure disposal
Provide technical leadership and escalation support for Level 1 issues, including endpoint troubleshooting, software access, and peripheral device problems
Administer and support Microsoft 365 suite, Windows/macOS operating systems, and endpoint security tools
Oversee support for video conferencing technologies including Zoom and Microsoft Teams, ensuring high availability and usability
Manage and troubleshoot issues related to identity and access management systems (e.g., Okta, Azure AD)
Maintain and continuously improve Help Desk documentation, internal knowledge bases, and standard operating procedures
Monitor service queues, analyze trends in ticket volumes and SLA performance, and implement process improvements based on data insights
Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service delivery
Support internal audits and compliance initiatives through effective documentation, device controls, and account governance
Qualification
Required
4+ years of experience in IT support or Help Desk operations, including at least 1 year in a supervisory or team lead role
Hands-on experience managing support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows and macOS environments
Proficient in supporting video conferencing platforms such as Zoom and Microsoft Teams
Working knowledge of identity and access management platforms (e.g., Okta, Azure Active Directory)
Strong understanding of ITIL principles and experience with ticketing systems such as Zendesk or Jira Service Management
Proven ability to manage onboarding/offboarding, asset tracking, and endpoint lifecycle processes
Excellent communication, leadership, and problem-solving skills with a focus on customer service and team development
Experience working with hybrid or distributed support teams across multiple time zones
Preferred
Associate's or Bachelor's degree in Information Technology or a related field preferred
Relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus
Benefits
Medical, Dental and Vision Coverage
Hybrid Work Environment
Life and Disability Insurance
Unlimited Time off + Paid Holidays
Fridays off between Memorial Day and Labor Day
401(K) Savings Plan Matching at 4%
10 Coaching and Therapy sessions
Mental Health Benefits
Brand Discounts & Reimbursements
In-house workout facilities
Professional Development Opportunities
Team Building, Employee Engagement Activities & so much more
Company
Purpose Brands, LLC
Purpose Brands, LLC provides fitness, nutrition and wellness support and services to more than 7,000 communities and millions of people around the world.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Chuck Runyon
CEO & Co-Founder
David Mortensen
President & Co-Founder
Recent News
The Business Journals
2024-04-08
2024-04-08
Company data provided by crunchbase