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Penta Group · 4 days ago

IT Helpdesk Manager

Washington, DC

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $100K/yr

5+ years exp

Penta Group is a global company providing data-driven solutions to help clients achieve their objectives. As an IT Helpdesk Manager, you will oversee the internal global service desk operations, ensuring high-quality technical support for all employees while leading and developing the helpdesk team.

Business DevelopmentService Industry

H1B Sponsor Likely

Responsibilities

Lead, mentor, and support helpdesk technicians to ensure strong performance, exceptional customer service, and continuous skill growth

Manage ticket workflows, enforce SLAs and escalation procedures, and ensure consistent, efficient service across all regions and shifts

Maintain dashboards and reports on KPIs such as ticket volume, resolution times, SLA adherence, and customer satisfaction

Support IT leadership in shaping the helpdesk roadmap. Participate in or lead projects involving new tools, service enhancements, and support process improvements

Oversee helpdesk tools for ticketing, remote support, and asset management. -- Maintain the internal knowledge base and ensure standardized procedures across the team

Partner with IT, Security, HR, and business units on technology initiatives, support needs, and major deployments. Serve as an escalation point for complex issues

Ensure helpdesk operations follow internal security, data protection, and compliance requirements

Qualification

ITSM principlesMicrosoft 365Google WorkspaceHelpdesk toolsDesktop supportNetwork diagnosticsTroubleshooting fundamentalsAnalytical skillsLeadership experienceCommunication skillsOrganizational skills

Required

A Bachelor's degree in IT or related field, and/or 5+ years of experience in IT support operations

One or more years of leadership experience in a helpdesk or technical support environment

Strong knowledge of ITSM principles, SLAs, and escalation management

Advanced knowledge of Microsoft 365 and Google Workspace environments, including network diagnostics, cloud platform governance, and security solution management

Exceptional experience providing desktop support for Windows machines

Experience with helpdesk tools (e.g. Atera, Freshservice, Zendesk, ServiceNow, etc.)

A solid understanding of hardware, software, networking, and troubleshooting fundamentals

Excellent communication, organizational, and analytical skills

The ability to balance strategy with hands-on support when needed

Demonstrated past success driving operational efficiency and customer satisfaction

Preferred

Past experience with Okta, or Cisco Duo, is a plus

Experience troubleshooting, and providing support, for Mac machines is a plus

Benefits

Healthcare Coverage: Excellent medical, vision, and dental insurance through Cigna and UNUM, with the company covering 88% of individual employee premiums and 50% of dependent premiums

Retirement Benefits: A 401(k) plan with a generous employer match, contributing 100% on the first 3% of salary deferred and 50% on the next 2%, helping employees maximize their retirement savings

Income Protection: Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance

Paid Parental Leave: 12 weeks of paid parental leave for birthing and non-birthing parents

Flexible Paid Time Off: Flexible Paid Time Off(PTO) policy and a generous holiday schedule

A monthly cell phone stipend

Frequent firm-wide social events and team-building activities

Access to Employee Assistance Programs (EAP), including confidential counseling and resources for personal and work-related issues

Health & Wellness Initiatives, including a gym membership program (One Pass Select), mental health resources, and access to virtual health consultations

Discounted employee-paid pet insurance coverage through Nationwide

Company

Penta Group

Penta is the world's first comprehensive stakeholder solutions firm, with offices in Washington, D.C., New York, San Francisco, Vail, London, Brussels, Dublin, Frankfurt, Paris, Hong Kong, and Singapore.

Founded in 2022

Washington, District of Columbia, USA

201-500 employees

https://pentagroup.com

H1B Sponsorship

Penta Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)