Harrington Process Solutions is looking for an experienced IT Helpdesk Manager to lead our technical support team and drive a high level of service across the organization.
Reporting to the Chief Information Officer, this role is ideal for a strong people leader who is also technically hands-on. We're looking for someone who can develop a team, improve helpdesk operations, and still jump in to troubleshoot complex issues when needed.
What You'll Do- Lead, coach, and develop the Helpdesk and End User Support team.
- Oversee daily helpdesk operations, escalations, SLAs, KPIs, and service delivery.
- Serve as an escalation point for complex hardware, software, networking, Microsoft 365, and endpoint issues.
- Improve helpdesk processes, workflows, documentation, and ITIL-based practices.
- Manage the lifecycle and inventory of company IT assets.
- Lead and support hardware refreshes, software deployments, migrations, upgrades, and other IT projects.
- Partner across IT and the business to identify recurring issues and implement long-term solutions.
What We're Looking For- 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience.
- 5+ years of technical leadership or management experience.
- Strong hands-on troubleshooting experience in a mid-size or large enterprise environment.
- Strong knowledge of Microsoft 365, Active Directory, Azure, Windows Server, PowerShell, Group Policy, and endpoint technologies.
- Experience with ITSM/ticketing systems and IT asset management.
- Strong leadership, communication, customer service, and problem-solving skills.
- Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience.
Preferred: ITIL, PMP, or Microsoft certifications; experience with Freshservice, ServiceNow, or similar platforms; and experience supporting multi-site organizations.
If you're a people-focused IT leader who still enjoys being hands-on and solving problems alongside your team, we'd love to hear from you.
Harrington provides an outstanding benefits package, designed to support our employees' health, financial wellness, and work-life balance, with options that go above and beyond standard offerings!
Insurance:- Medical Plans: Choose from HDHP/HSA (with monthly company contributions) or a PPO option.
- Spousal HRA: SIHRA covers 100% of eligible expenses up to $9,400 per individual or $18,800 per family each calendar year.
- FSAs: Flexible spending options for health and dependent care expenses.
- Dental: Comprehensive, including orthodontic care for both children and adults
- Vision: Includes discounts on Lasik.
- Telehealth & Concierge: 24/7 healthcare access with prescription services for enrolled members.
- Life Insurance and AD&D: Company paid life and AD&D coverage
- Long Term Disability: Company paid LTD program
- Optional Coverages: Short term disability, voluntary pet care, identity protection, voluntary life insurance with optional dependent coverage, plus supplemental critical illness, accident, and hospital indemnity.
- Employee Assistance Program: Professional support for employees during critical times.
- Disability: Options for both short- and long-term coverage.
Retirement:- 401(K) & Roth: 100% company match on the first 3%, plus 0.5 match on the 4th and 5th%
Work/Life Balance:- Paid Time Off: Start with 3 weeks, with the potential to accrue up to 5 weeks per year.
- Holidays: 7 paid holidays, including the day after Thanksgiving.
- Additional Leave: Coverage for jury duty, witness duty, and bereavement leave.
Harrington continuously seeks new ways to enhance benefits to help our employees thrive in every area of their lives.
