CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
About the role
- Serve as escalation point for IT help desk tickets using Jira Service Desk.
- Troubleshoot and resolve macOS hardware, software, and connectivity issues.
- Implement AI-driven ticket triage and resolution agents to increase efficiency.
- Administer Google Workspace accounts, groups, permissions, and security policies.
- Manage OneLogin SSO and identity lifecycle.
- Own SaaS management through Torii, including vendor integrations, license optimization, and cost tracking.
- Lead employee onboarding and offboarding, streamlining provisioning and deprovisioning with AI automation.
- Manage the macOS fleet through Kandji or similar MDM platforms.
- Design and deploy AI agents to automate IT operations and improve support workflows.
- Build agentic AI processes for SaaS lifecycle management, reporting, and knowledge base updates.
- Use scripting (Python, PowerShell, Google Apps Script) alongside AI platforms to eliminate manual tasks.
- Continuously evaluate and integrate emerging AI tools into IT operations.
- Apply AI-enhanced monitoring to identify and remediate vulnerabilities.
- Enforce security best practices across endpoints, SaaS, and identity systems.
- Maintain audit-ready documentation and support compliance initiatives.
- Create and maintain IT policies, runbooks, and AI workflow playbooks.
- Maintain an internal knowledge base with AI-assisted updates and document repeatable tasks for consistency.
- Lead or support IT and AI projects, collaborate with vendors, and provide technical input for procurement and solution evaluations.
Requirements
- 4+ years of IT administration, SaaS operations, or IT systems support experience.
- Expertise with macOS administration in enterprise environments.
- Experience with MDM platforms (Kandji strongly preferred; Jamf, Mosyle, or equivalent also considered).
- Experience administering Google Workspace, OneLogin, Torii, and Jira Service Desk.
- Hands-on experience with AI tools, AI agents, or automation platforms (must).
- Strong scripting skills (Python, PowerShell, Google Apps Script, etc.).
- Solid understanding of IT security principles and SaaS lifecycle management.
- Excellent documentation, communication, and organizational skills.
- Ability to balance daily support with strategic AI-first process improvements.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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