Global Help Desk Manager

Get to Know Us Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and false positives, resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results. What You’ll Do We are seeking a Manager to lead our global IT support function. This is a hands-on leadership role for someone who can set direction, develop talent, and stay close enough to the work to improve employee support, operational efficiency, and the overall end-user experience across the company. This role will lead the team responsible for delivering day-to-day help desk support, endpoint and identity administration, onboarding/offboarding, and end-user issue resolution across a distributed, remote-first organization. The ideal candidate brings strong IT operations experience, a customer-service mindset, and the ability to partner effectively across Security, Engineering, People, and business teams. By strengthening our global support model, this role will directly support employee productivity, operational reliability, and business continuity. This role will be responsible for….. - 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 - Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management - Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration - Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently - Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience - Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies - Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms - Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership - Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities - Demonstrate a commitment to integrity, process improvement, and customer satisfaction AS A MANAGER, YOU WILL BE RESPONSIBLE FOR: - Recruiting and onboarding talented individuals to support our organizational goals - Mentoring, coaching, equipping, and developing your team - Recognizing and retaining high performers - Leading horizontally with peer management and senior leaders WHAT YOU’LL BRING - 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 - Must be able to work independently and as part of a team, with a strong sense of ownership and accountability - Must have experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership - Must have a strong customer-service mindset and the ability to balance responsiveness with operational discipline MINIMUM EDUCATION AND EXPERIENCE - Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience - 6+ years of experience in IT support, help desk, or IT operations - 2+ years of experience leading support analysts or serving as a technical lead in a help desk or IT operations function - Experience supporting a distributed or remote-first workforce - Prior experience managing escalations, improving support processes, and driving service quality in a hands-on capacity Required Tech Stack Experience - Okta - MDM platforms - Ticketing/help desk systems - Endpoint management tools - Collaboration platforms (e.g., Slack, Google Workspace, Zoom) - Asset management and device provisioning workflows What Sets You Apart? - You’ve led help desk or IT support teams in a fast-paced, high-growth environment and know how to scale support without losing service quality - You’re comfortable being both a people manager and a hands-on escalation point for complex technical support issues - You’ve built or improved onboarding, offboarding, and endpoint support processes in ways that increased speed, consistency, and security - You’re a trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor - You know how to use ticket trends, SLA performance, and recurring issues to drive meaningful process and tooling improvements - Experience with remote-first support models and global workforce support - Relevant certifications such as ITIL, Jamf, Okta, Google Workspace, or similar - Experience in high-growth SaaS or cybersecurity companies Compensation and Values At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations. In accordance with various State’s transparency regulations, we provide the following salary range information for this position: - Base salary range: $149,850 - $185,000. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills. - Additional compensation: All full-time roles are eligible for an equity package in the form of stock options. Perks of Horizon3.ai http://Horizon3.ai - Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive. - Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities. - Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking. - Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence. - Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave. You Belong Here Horizon3 is not just an equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length or any other legally protected status by law. Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve. We believe that diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth. We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply. Come be a part of Horizon3, where your unique contributions are recognized, and your potential is limitless. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Application Note In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.