CAGE · 10 hours ago
Help Desk Manager
United States
Full-time
Remote
Mid, Senior Level
$40/hr - $50/hrCAGE is a company in the commercial and industrial mechanical contracting sector, seeking an IT Help Desk Manager to lead their service-desk strategy and operations. The role focuses on building a high-performing help desk that delivers reliable IT support for a geographically dispersed workforce.
Consulting
Responsibilities
Lead and scale a 1st/2nd line remote help desk team: hire, coach, set SLAs, and run cadence reviews to ensure timely ticket resolution and excellent end-user experience
Own service desk tooling and processes: configure and optimise ticketing workflows, priorities, escalation paths, and knowledge base in the chosen ITSM platform
Manage endpoint and identity operations: oversee onboarding/offboarding, device provisioning, Active Directory & Azure AD administration, and remote access policies
Define and monitor KPIs: SLA compliance, ticket backlog, first-contact resolution, customer satisfaction, and continuous improvement initiatives
Drive incident and change management: coordinate cross-functional incident response, root-cause analysis, and post-incident remediation to reduce repeat incidents
Partner with IT leadership to implement security controls, automate repetitive tasks, and roll out productivity tooling and training for field and office users
Qualification
Required
Proven experience managing an IT/service desk in a distributed or remote environment
Hands-on administration of ServiceNow or equivalent ITSM/ticketing platform
Working knowledge of Active Directory and Azure Active Directory user and group management
Microsoft 365 tenant administration experience
Endpoint management with Microsoft Intune or equivalent MDM solution
Familiarity with ITIL principles and service management best practices
Preferred
Experience with VoIP/UCaaS platforms used for remote support and field communications
Familiarity with System Center Configuration Manager (SCCM) or similar patch/deployment tooling
Automation or scripting experience (PowerShell) to improve operational workflows
Benefits
Fully remote role with flexible scheduling to support field operations across multiple time zones.
Professional development support and opportunities to define service-desk career paths and certifications.
Collaborative, outcome-driven culture focused on operational reliability and continuous improvement.
Company
CAGE
The Source for Technical Expertise in Baggage, Gate and Ground Support Systems.
Founded in 1997
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-07-19Acquired
Leadership Team
Carl Clause
CEO
Company data provided by crunchbase