Helpdesk Manager

Sensiba is always looking for top talent to add to our integrated team. We have an exciting opportunity for a Helpdesk Manager to join our IT Operations team. If you're looking for an organization that offers an inclusive environment, uses business as a force for good, and supports you and your family with flexible work options and attractive benefits, take the first step toward joining the Sensiba team!

Named a Top 100 Accounting Firm and Top Workplace USA, we're recognized for exceptional employee engagement and dedication in helping our clients solve problems, navigate complexity, and build a foundation for sustainable growth.

In 2018, we became a certified B Corporation (B Corp ). The B Corp certification distinguishes companies that use the power of business to solve social and environmental problems. It helps us better assess how our core values align with our daily operations and identify where we can improve.

Summary:

The Helpdesk Manager is a proactive and technically proficient individual that leads our IT support team in delivering exceptional service across the organization. This role is responsible for ensuring operational excellence, streamlining support workflows, and driving continuous improvement in ticket resolution and user satisfaction. The Helpdesk Manager will bring hands-on technical expertise, strong leadership capabilities, and a passion for developing high-performing teams. As the primary escalation point and liaison with other IT functions, this role plays a pivotal part in shaping our user experience and IT service reputation.

Responsibilities:

• Lead daily stand-ups and coordinate ticket assignment and resolution workflows.
• Ensure timely resolution of tickets in compliance with established SLAs.
• Monitor ticket trends and backlog to identify systemic issues
• Implement and improve Helpdesk SOPs, knowledge base, and escalation processes.
• Participate in ticket handling and hands-on troubleshooting, serving as the first escalation point for technical issues.
• Coordinate closely with Infrastructure, Application Support, and Engineering teams.
• Drive technical enablement of the Helpdesk team through documentation and training
• Ensure users are regularly updated on ticket progress and broader outages/issues.
• Own the communication plan for incidents and outages.
• Represent Helpdesk in firm-wide rollout planning.
• Coach and mentor Helpdesk team members to grow their technical and soft skills.
• Foster a collaborative, high-accountability culture focused on service excellence.
• Develop and deliver weekly ticket and SLA reports.
• Track trends in escalations, recurring issues, and team performance.
• Provide visibility into Helpdesk impact to IT Ops leadership.

Qualifications: *Preference for candidates with Pacific Time Zone Availability*

• Bachelor's degree or equivalent combination of education and experience is required; Bachelor's degree in Information Systems, Computer Science, MIS or related field is preferred.
• 5+ years in a Helpdesk or IT Support leadership role.
• Experience managing ticketing systems and SLAs.
• Experience supporting remote teams and managing across time zones.
• Experience identifying and implementing tools or scripts to reduce manual support efforts.
• Experience with SOC 2 compliance and Zero Trust security principles is preferred.
• Strong hands-on experience with Windows OS, Azure AD, Intune, and endpoint management tools.
• Familiarity with enterprise applications such as Salesforce, IRIS, Office 365, and Box.
• Experience utilizing ticketing systems such as JSM, HappyFox, Zendesk, etc.
• Excellent communication skills with the ability to engage both technical and non-technical audiences.
• Capable of clear, calm, and timely communication during outages or high-severity incidents.
• Ability to understand how different systems interact and affect end-user experiences.
• Strong grasp of security best practices, particularly around user access, device management, and compliance frameworks.
• Strong commitment to delivering an excellent end-user experience and improving customer satisfaction.
• Comfortable leading teams and users through technology transitions and organizational change.

There are many reasons to join the Sensiba team: generous benefits, competitive compensation, professional advancement opportunities, and above all - our people. If you're looking for an environment that offers you growth, success, and professionalism without compromising your family, passions, and life outside of work, apply today!

Sensiba has a robust offering of benefits, including:

• Medical, dental, vision
• Generous PTO plan and paid sick time
• Flexible work arrangements
• 401K with company match
• Discretionary performance bonus
• Business referral incentive pay
• Sabbatical leave
• 11 paid holidays
  

For individuals based in San Francisco, consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

For individuals who would be working within the City of Los Angeles, Sensiba will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Sensiba LLP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Sensiba LLP complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at talent@sensiba.com.

Certain states require employers to disclose the pay range in job postings. This position may be eligible for an annual discretionary bonus. For more information about our benefit offerings and other total rewards, contact our human resources team.

Compensation Range: $100,000 - $120,000 salary per year

*Compensation may vary based on skills, role, and location*