CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
About the role
- Align IT strategy with business goals and drive innovation
- Lead and manage internal, distributed IT team located in both the US and India
- Plan and oversee IT initiatives and projects, ensuring they are completed on time, within scope, and within budget
- Oversee the IT Help Desk and coordinate IT support activities for over 800 users to achieve optimal user satisfaction
- Foster strong relationships with internal customers across all departments and proactively identify solutions
- Develop, implement, and manage IT policies, procedures, and standards for user access, security, and data management
- Maintain a secure and compliant IT infrastructure, including network security, data encryption, and disaster recovery protocols
- Stay up to date on emerging cybersecurity threats and implement appropriate security measures to mitigate risks
- Lead IT efforts associated to security incident response in collaboration with SOC Tier 1 team and Compliance teams
- Ensure policies, procedures, infrastructure, and overall data and system security comply with standards and regulatory requirements (e.g., ISO 27001, SOC 2, CMMC)
- Analyze IT resource utilization and develop strategies to optimize performance and cost-effectiveness
- Manage the IT budget, prioritize projects, and secure necessary resources
- Develop, track, and report on key IT performance indicators (KPIs) and IT project metrics
- Research and recommend new technologies and solutions to improve efficiency and support business growth
- Manage relationships with IT vendors and service providers, negotiate contracts, and ensure SLAs are met
- Provide hands-on expertise and support to IT members and the business as needed
- Coach and develop employees, manage performance, handle employee relations, approve timecards, and support career development, promotions, and compensation decisions
Requirements
- US Citizenship required
- Bachelor’s degree in computer science, information technology, or a related field (or equivalent industry work experience)
- Minimum of 5 years of experience managing and supporting a team of IT professionals
- Minimum of 5 years’ experience in Azure environments – Office 365 (including Exchange, SharePoint, Teams, Intune, Defender, Purview), Azure VMs, Storage, and Networking, Azure Virtual Desktop, and/or Azure Gov and GCC-High environments
- Cloud Network and Infrastructure: Public DNS and/or ISP/WAN Management
- Cloud Network Management: Azure Networking, Firewall, VNets and/or NSGs
- IT Management Tools: ITSM, Remote Support, and/or Powershell
- Identity, Security & Compliance: Entra Identity and Protection, Defender, Purview, working knowledge of compliance frameworks such as ISO 27001, SOC 2, and CMMC
- Meeting and Collaboration: Integrated Room System Management
- Strong understanding of IT service management frameworks (e.g., ITIL)
- Strong understanding of cybersecurity principles and best practices, including data loss prevention and incident response
- Experience with IT Help Desk operations and best practices, including experience with a distributed team across multiple time zones and countries
- Excellent analytical, problem-solving, communication, and interpersonal skills
- Demonstrated ability to build strong relationships and collaborate effectively across departments
- Ability to work onsite at Reston HQ for first 2 months then hybrid schedule
- Preferred: Experience with Meraki-based network environment and AvePoint for Backups
- Preferred: Proficiency with ServiceNow and BeyondTrust for IT management
- Preferred: Previous experience with Crestron for meeting and collaboration systems
- Preferred: Practical experience deploying and managing Infrastructure as Code (IaC) using ARM and/or Terraform
- Preferred: Proficient in using automation tools and workbooks
- Preferred: Certifications such as CISSP or CISM
Benefits
- Competitive Salaries
- Qualified Overtime
- Paid Time Off (PTO)
- Flexible Holiday Leave (88 hours per year)
- Parental Leave
- Immediate Healthcare: Medical, Dental, Vision, and Life Insurance
- Employee Stock Ownership Plan (ESOP)
- 401(k) Retirement Plan (5% match on base compensation, immediate 100% vesting)
- Tuition Reimbursement & Learning Allowance
- Referral Bonus Program (up to $5k)
- Employee Ownership
- Continuous Learning
- Inclusive Culture
- Mission-Driven Work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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