IT Helpdesk Manager

About Delinea:
Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.

Apply today to help us achieve our mission.

Summary:

Our growing technology company seeks an experienced IT professional to join our elite team. We are looking for a self-motivated, customer service-oriented IT Helpdesk Manager to provide internal technical support in an efficient and accurate manner, advise and assist project teams with technology needs, and assist with the maintenance and growth of our IT systems. You will be the company's front line for solving IT-related problems.

What You'll Do:

• Oversee daily Helpdesk operations, verifying the integrity and availability of end-user support services, reviewing escalated issues, and ensuring timely resolution across all locations.

• Coordinate OS, application, endpoint hardware, and VoIP support activities for on-site and remote users through effective team management and prioritization.

• Oversee endpoint lifecycle management, including deployment, configuration, upgrades, and replacement of desktops, laptops, and peripheral equipment.

• Manage ordering, tracking, and inventory of user devices and licensed software to ensure availability and accountability across departments.

• Ensure seamless employee onboarding and offboarding by maintaining standardized processes for account setup, access provisioning, and directory updates.

• Create and maintain organized end-user documentation and improve Helpdesk procedures to enhance service consistency and efficiency.

• Participate in project planning related to deploying, maintaining, and decommissioning end-user systems and support tools, ensuring Helpdesk readiness and communication.

• Provide daily management and direction for the IT Helpdesk across an international landscape, ensuring consistent service delivery and performance.

• Maintain on-site presence at headquarters, providing direct support for executive staff, managing conference room technology and AV systems, and coordinating local IT needs.

What You'll Bring:

• 7+ years of experience in IT support, endpoint management, or systems administration roles

• 3+ years of experience managing a technical support or Helpdesk team across multiple locations or time zones

• Strong background in endpoint hardware/software troubleshooting, deployment, and lifecycle management

• Experience implementing or managing endpoint management tools, imaging solutions, and patching processes

• Familiarity with VoIP systems, VDI environments, and common enterprise workstation platforms (Dell, Lenovo, Surface)

• Hands-on experience with Helpdesk or ITSM platforms such as Zendesk, Jira Service Management, or Freshservice

• Hands-on experience managing conference room technology and AV systems, including video conferencing platforms (Zoom Rooms, Teams Rooms) and related hardware (Logitech, Crestron, or equivalent)

• Working knowledge of remote access and collaboration tools, including GoToMeeting, Zoom, and Microsoft Teams

• Familiarity with macOS and cross-platform device support in enterprise environments

• Familiarity with corporate communication systems such as Teams and Slack

• Ability to respond to escalated incidents or critical issues during non-business hours when necessary

• Desired certifications: A+, Network+, Server+, MCP, or equivalent experience

• Highly self-motivated with strong ownership of service quality, user satisfaction, and team performance

• Strong interpersonal and oral communication skills, with the ability to interface effectively with end users and leadership

• Excellent analytical, troubleshooting, and organizational skills with keen attention to detail

Why work at Delinea?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart, self-motivated, and collaborative.

• What we offer in return is meaningful work, a culture of innovation and great career progression.

At Delinea, our core values are STRONG and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

Delinea is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.