Horizon3.ai

1 month ago

Manager, Global Help Desk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead and grow the global IT help desk for a remote-first cybersecurity company. Drive end-user support, identity and access management, onboarding/offboarding, and endpoint management while partnering with Security, Engineering, and People teams to improve service quality, ticket resolution, and operational efficiency at a distributed global workforce.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes.
•Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements.
•Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs.
•Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce.
•Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely.

Pay and Benefits

Salary: USD 149,850 - 185,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceVisionDentalEquityParental Leave

Key Requirements

•Must have strong experience in IT support, help desk operations, or end-user services within a modern, distributed company.
•Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations.
•Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible.
•Must be knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems.
•Must have strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively.

Experience:CybersecurityRemote-firstIT supportHelp deskIT operations

Education:Bachelor's

Skills:CommunicationLeadershipCustomer-serviceMentoringTeam management

Languages:English

Tech Stack:OktaMDMSlackGoogle WorkspaceZoomEndpoint managementAsset managementTicketing systemsIdentity & access managementMDM platforms

Company Brief

Horizon3.ai

Builds NodeZero®, an autonomous penetration-testing platform that continuously finds, prioritizes, and verifies exploitable vulnerabilities across on-premises, cloud, and hybrid environments to help organizations reduce security risk.

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2019

Glassdoor: 4.9

Website LinkedIn Glassdoor

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Horizon3.ai

1 month ago

Manager, Global Help Desk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes.
•Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements.
•Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs.
•Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce.
•Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely.

Pay and Benefits

Salary: USD 149,850 - 185,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceVisionDentalEquityParental Leave

Key Requirements

•Must have strong experience in IT support, help desk operations, or end-user services within a modern, distributed company.
•Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations.
•Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible.
•Must be knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems.
•Must have strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively.

Experience:CybersecurityRemote-firstIT supportHelp deskIT operations

Education:Bachelor's

Skills:CommunicationLeadershipCustomer-serviceMentoringTeam management

Languages:English

Tech Stack:OktaMDMSlackGoogle WorkspaceZoomEndpoint managementAsset managementTicketing systemsIdentity & access managementMDM platforms

Company Brief

Horizon3.ai

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2019

Glassdoor: 4.9

Website LinkedIn Glassdoor