Stability Technology · 1 week ago
IT Help Desk Manager
Seattle, WA
Full-time
Onsite
Mid, Senior LevelStability Technology is seeking an IT Help Desk Manager to oversee the delivery of end-user support across multiple locations. The role involves leading a team of technical support professionals, driving continuous improvement initiatives, and ensuring operational excellence aligned with ITIL best practices.
ConsultingInformation TechnologyRecruitingStaffing Agency
Hiring Manager
Evan Seal
Responsibilities
Lead, mentor, and develop a global team of 10–12 technical support professionals, including hiring, performance reviews, coaching, and career progression planning
Oversee daily Help Desk operations including incident, request, problem, and change management using ServiceNow ITSM/ITOM
Establish and monitor KPIs/SLAs to ensure support efficiency, excellent response times, and high customer satisfaction across the global user base
Ensure consistent standards and procedures for endpoint deployment, patching, device compliance, and lifecycle management using Intune, AAD, and modern management tools
Serve as an escalation point for high-impact issues while coordinating timely resolution with infrastructure, security, and application engineering teams
Drive trend analysis, root-cause investigations, and proactive remediation to reduce recurring incidents and improve the stability of end-user services
Partner with InfoSec to enforce security controls including antimalware, device encryption, identity access, and data protection policies
Lead communication and coordination around outages, maintenance windows, service changes, and technology rollouts across global sites
Collaborate with IT leadership to plan and deliver service improvement projects, new tool adoption, and user enablement initiatives
Manage Help Desk documentation, knowledge base content, and end-user training resources to promote self-service efficiency
Ensure adherence to ITILv3/ITSM principles and operational compliance across all support processes
Qualification
Required
Lead, mentor, and develop a global team of 10–12 technical support professionals, including hiring, performance reviews, coaching, and career progression planning
Oversee daily Help Desk operations including incident, request, problem, and change management using ServiceNow ITSM/ITOM
Establish and monitor KPIs/SLAs to ensure support efficiency, excellent response times, and high customer satisfaction across the global user base
Ensure consistent standards and procedures for endpoint deployment, patching, device compliance, and lifecycle management using Intune, AAD, and modern management tools
Serve as an escalation point for high-impact issues while coordinating timely resolution with infrastructure, security, and application engineering teams
Drive trend analysis, root-cause investigations, and proactive remediation to reduce recurring incidents and improve the stability of end-user services
Partner with InfoSec to enforce security controls including antimalware, device encryption, identity access, and data protection policies
Lead communication and coordination around outages, maintenance windows, service changes, and technology rollouts across global sites
Collaborate with IT leadership to plan and deliver service improvement projects, new tool adoption, and user enablement initiatives
Manage Help Desk documentation, knowledge base content, and end-user training resources to promote self-service efficiency
Ensure adherence to ITILv3/ITSM principles and operational compliance across all support processes
Strong understanding of Microsoft 365/Office 365 administration, Windows OS environments, Group Policy, Azure AD, and Intune endpoint management
Background supporting enterprise core infrastructure: networking (TCP/IP, DHCP/DNS), identity, endpoint security, encryption, antimalware tools
Hands-on experience with ServiceNow IT Service Management & IT Operations modules
Proven ability to lead technical teams in a fast-paced, dynamic environment with competing priorities
Excellent communication and stakeholder management skills — ability to simplify complex topics for non-technical audiences
Data-driven approach to identifying improvement opportunities and guiding strategic service changes
Demonstrated competency in ITIL frameworks and continuous service improvement models
Strong analytical, problem-solving, and decision-making capabilities
Ability to work independently while maintaining high alignment and collaboration across globally distributed teams
High degree of composure and professionalism during outages, escalations, and executive-level communication
Preferred
Bachelor's degree in Information Technology, Computer Science, or related field
ITIL Foundation certification (v3 or v4)
Experience leading geographically distributed or follow-the-sun support teams
Familiarity with endpoint automation and scripting tools (PowerShell, PROV/Autopilot, etc.)
Company
Stability Technology
Stability Technology specializes in staff augmentation and recruiting services to IT companies.
Founded in 2011
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jason Casani
CEO | Co-Founder
Jon Chesnik
Co-Founder | Managing Member
Company data provided by crunchbase