The Intersect Group ยท 1 day ago
Helpdesk Manager
Kennesaw, GA
Contract
Onsite
Senior Level
$90K/yr - $120K/yr
5+ years expThe Intersect Group is seeking a Helpdesk Manager to oversee the Microsoft 365-based end-user experience and lead the helpdesk platform's implementation and improvement. This role involves mentoring a support team while managing complex incidents and aligning IT services with business productivity goals.
ConsultingHuman ResourcesInformation TechnologyLegal
Responsibilities
Own the end?user services and helpdesk strategy and roadmap, aligned with Microsoft 365, Zero Trust, and business productivity goals
Act as service owner for Helpdesk and End?User Computing (EUC), defining SLAs, service catalog, escalation paths, and support standards
Lead, mentor, and develop a small helpdesk team through coaching, ticket reviews, and hands?on guidance
Serve as the primary point of contact for business stakeholders on end?user support quality and service improvements
Define scalable processes for device procurement, preparation, and distribution to support new hires, site growth, and acquisitions
Select, implement, and operate an ITSM / helpdesk platform covering incident, request, and change management, knowledge base, and reporting
Design standardized workflows, approvals, and SLAs aligned with ITIL?based practices
Drive an automation?first, AI?enabled support model, including self?service portals, auto?triage, chatbots/virtual agents, and scripted workflows
Partner closely with the Infrastructure Lead to align automation with Azure, Entra ID, Intune, and infrastructure tooling
Oversee daily helpdesk operations, ticket queues, prioritization, and SLA adherence
Act as the escalation point for complex, high?impact, or recurring end?user incidents
Provide hands?on Tier 2/3 support for Microsoft 365, identity, endpoint, and access?related issues
Own user lifecycle operations, including onboarding, offboarding, role changes, and access requests
Own end?user device lifecycle management, including laptop provisioning, imaging/enrollment, asset tracking, shipping, returns, and secure decommissioning
Own operational processes for Microsoft Entra ID, including identity lifecycle management, MFA, Conditional Access support, and access troubleshooting
Design and operate Microsoft Intune for device enrollment, compliance, configuration, and application deployment
Support and govern Microsoft 365 collaboration services, including Exchange Online, Teams, SharePoint, and OneDrive
Lead end?user aspects of the separation from KGP, including user, device, and data transition activities
Maintain and continuously improve helpdesk documentation and knowledge base content
Use metrics, trends, and user feedback to improve support processes, automation, and overall user experience
Enforce least?privilege access and standardized identity and device processes aligned with Zero Trust principles
Support security initiatives such as MFA rollouts, device compliance, and user security awareness programs
Ensure helpdesk operations and tooling comply with internal security policies and audit requirements
Participate in incident response for identity?, endpoint?, and access?related security events
Qualification
Required
5+ years of experience in IT support, helpdesk, or end?user services roles with increasing responsibility
Experience acting as a helpdesk lead, manager, or senior support engineer with ownership of tools and processes
Strong hands?on experience with: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
Strong hands?on experience with: Microsoft Entra ID (user lifecycle, MFA, Conditional Access support)
Strong hands?on experience with: Microsoft Intune for endpoint management
Experience selecting, implementing, or operating an ITSM / helpdesk platform
Strong troubleshooting skills and the ability to own incidents end?to?end
Preferred
Experience in a greenfield, merger, or separation environment involving user and device migrations
Familiarity with ITIL?based service management processes (incident, request, change)
Experience implementing automation, self?service, or AI features within a helpdesk or ITSM platform
Exposure to PowerShell or scripting to automate identity or end?user workflows
Company
The Intersect Group
The Intersect Group is a staffing and recruiting company that provides staffing and consulting services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-03-31Private Equity
Leadership Team
Joe Myers
Chief Executive Officer
Michael Snyder
Chief Operating Officer and Chief Financial Officer
Recent News
2022-07-06
Company data provided by crunchbase