Helpdesk Manager

Job Description
At Edmunds we're driven to make car buying easier. Ever since we began publishing printed car guides in the 60's, the company has been in the business of trust, innovating ways to empower and support car shoppers. When Edmunds launched the car industry's first Internet site in 1994, we established a leadership position online and have never looked back. Now, as one of the most trusted review sites on the Internet, millions of visitors use our research, shopping and buying tools every month to make an easy and informed decision on their next car. For consumers, we bring peace of mind. For dealers, we make tools to help them solve their problems and sell more cars. How do we do it, you ask? The key ingredients are our enthusiastic employees, progressive company culture and cutting-edge technology. Want to join the team? Read on to find out how!
What You're Applying For:
Edmunds is seeking a highly motivated and experienced Help Desk Manager to lead our dedicated team of support professionals. The Help Desk Manager will be responsible for overseeing all aspects of our end-user support services, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. This role requires strong technical expertise, exceptional leadership skills, and a proven ability to manage and improve IT support operations. The ideal candidate will have a solid background in both macOS and Windows environments, and a passion for providing excellent support to all employees, including executive leadership.
What You'll Do:

• Lead, mentor, and manage a team of help desk technicians, fostering a collaborative and high-performing work environment.
• Oversee the day-to-day operations of the help desk, ensuring timely and accurate resolution of support requests.
• Develop, implement, and maintain help desk policies, procedures, and knowledge base articles to improve efficiency and consistency.
• Monitor and analyze help desk performance metrics and SLAs (e.g., response time, resolution time, customer satisfaction) and implement strategies for continuous improvement.
• Manage and administer our Jira Service Management (JSM) ITSM platform, including workflow configuration, reporting, and automation.
• Provide direct support to executive leadership, ensuring their technical needs are met with the highest level of professionalism and urgency.
• Manage and support audio/visual (A/V) systems and conference room technology, ensuring seamless operation for meetings and presentations.
• Administer and support Zoom web conferencing and Zoom Call Center platforms.
• Oversee endpoint security measures, working with other IT teams to ensure the effectiveness of our Crowdstrike (or other next-generation solution) implementation.
• Manage hardware and software purchasing processes, including vendor relationships, procurement, inventory management, and budget planning.
• Ensure the efficient and effective administration of macOS and Windows operating systems across the organization.
• Utilize JAMF Pro (or similar MDM) for the management, configuration, and security of Apple devices.
• Collaborate with other IT teams (e.g., networking, security, systems administration) to resolve complex issues and contribute to overall IT strategy.
• Develop and manage the help desk budget, ensuring cost-effectiveness and efficient resource allocation.
• Stay up-to-date with the latest technology trends and best practices in IT support.
• Participate in IT projects and initiatives as required.

What You Need:

• Minimum of 2-4 years of prior experience in a help desk management role, with a proven track record of successfully leading and developing support teams.
• Strong working knowledge and administration experience with Windows and MacOS operating systems.
• Hands-on experience with JAMF Pro (or another comparable Apple device management solution).
• Experience supporting and troubleshooting audio/visual (A/V) systems and conference room technology.
• Demonstrated experience providing high-level technical support to executive-level users.
• Proven experience with Jira Service Management (JSM) or another enterprise-level ITSM platform.
• Experience administering and supporting Zoom web conferencing and Zoom Call Center environments.
• Experience with productivity tools like Google Workspace and Gemini apps, and Microsoft 365.
• Familiarity with endpoint security solutions, preferably Crowdstrike or other next generation antivirus/EDR platforms.
• Experience with hardware and software purchasing processes, vendor management, and budget planning.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication (both written and verbal) and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical users.
• Excellent customer service orientation with a focus on exceeding user expectations.
• Ability to prioritize tasks, manage time effectively, and work under pressure.
• Bachelor's degree in Information Technology or a related field (or equivalent work experience).
• Ability to be available for onsite support. Hybrid position that requires in office presence 3 times per week.

Preferred Qualifications:

• ITIL certification
• JAMF certification
• Microsoft M365 Modern Desktop Administrator Associate certification

The compensation range for this position is $137,000 - 189,000 per year. The base pay will take into account internal equity as well as job-related knowledge, skills, and experience among other factors. In addition, Edmunds offers full-time employees a comprehensive total rewards package including the benefits listed below.
Edmunds Perks:

• Flexible time off
• 13 Paid Holidays
• Comprehensive Health Benefits (medical, dental, vision, life and disability)
• Flexible Spending Accounts (Employees) and Health Savings Accounts (Employee and Employer Contributions)
• 401K Plan with company matching at 100%, up to 6% of eligible salary with immediate vesting
• Stock purchase program
• CarMax vehicle discount
• Up to 4 months Paid Parental Leave
• HeartCash matches employee donations to the causes that are important to them
• 2 Days of Paid Time Off for time to dedicate to social impact causes
• FitCash covers a portion of gym or fitness activity fees
• Well being sessions and events such as yoga, meditation and walking challenges
• On-going career development sessions and an annual learning event
• Pet insurance
• Sabbatical leave
• Education Reimbursement
• Pre-tax spending accounts for qualified transportation expenses
• Plus a coffee bar, frozen yogurt and more!

Working @ Edmunds.com:
Employees think it's a pretty great place to work and some pretty impressive publications think it is too: we have been recognized as one of the best places to work by Fortune Magazine, Great Places to Work, LA Business Journal, Newsweek, Computerworld, Built in LA, Inc. Magazine, The Wall Street Journal, Business Week Magazine, and Architectural Record. We've also been identified as one of the best workplaces specifically in Technology, for Diversity and Asian Americans, and as a Newsweek Most Loved Workplace for LGBTQ+ employees. If you're interested in learning more and joining our mission, we'd love to hear from you!
E dmunds will consider for employment qualified candidates with criminal histories in a manner consistent with the requirements of all applicable laws.