Salary: Depends on Qualifications
Location : El Segundo, CA
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: 00906
Department: HelpDesk
Division: General
Opening Date: 06/01/2026
This posting is for an existing vacancy.
We're looking to hire a Helpdesk Director to join our IT team and lead our helpdesk operations.
This role is a hybrid role out of the Los Angeles office. What You Will do - Manage and support a global team of 6 helpdesk engineers.
- Lead helpdesk operations, managing team workloads, SLA performance, and continuous process improvement.
- Identify and implement automation and AI-driven solutions to streamline helpdesk workflows and reduce manual overhead.
- Communicate with employees and provide in-person and remote support.
- Manage escalations and ensure any issues are resolved in a timely manner.
- Oversee and optimize IT systems and align technology with business goals, and drive operational efficiency.
- Manage user lifecycle processes through Active Directory and SSO platforms, ensuring secure and efficient access control.
- Work on inventory management, back-office licensing and other operational needs.
Who You Are - Customer Focused Leader.
- Excellent communicator with equally excellent customer service mindset.
- Driven and positive team player.
- Self-starter who is eager to learn new technologies and promote a culture of service.
- Natural problem solver.
- Believer in the value of documentation and AI.
What You Have- 5-7 years of experience managing a helpdesk team with extensive technical expertise and M&As.
- Excellent leadership and people management skills.
- Systems administration experience.
- In depth understanding and troubleshooting skills of Windows and MacOS operating systems.
- Experience with Mobile Device Management (MDM) specifically Desktop Central (Manage Engine).
- Strong technical skills and experience with the following:
- Network services (DHCP, DNS, P2P VPN, ISP, etc...)
- Palo Alto firewalls and network security
- Google Suite
- Office 365
- Voip (DIalpad, GoTo)
- Okta Single Sign-On
- Jira Service Management
- Zapier
- Data center hardware and management
- VMWare
- Familiarity with Ai agents, REST APIs, and low touch automation tools.
- Excellent analytical and troubleshooting skills.
- Basic understanding of cloud computing (AWS preferred).
- Ability to work under pressure.
- Strong customer service skills.
- Bachelor's degree in a related field.
What NEOGOV Offers - Competitive Wages
- Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
- Generous PTO to support work-life balance
- 401K Matching
- 12-week Paid Parental Leave
- Autonomy to grow and find your career path with supportive leadership
- Remote working opportunities
- Inclusive and diverse work environment
01
If you're in the US, will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?)
02
If you are in Canada, are you legally able to work in Canada for any employer without limitations?
Required Question
