About the Role
We are in search for a directly involved Helpdesk / Service Desk Manager to lead our IT support function and manage the full lifecycle of end-user hardware. This role owns traditional service desk operations - ticketing, incident and request management, and end-user support - while also directing new-hire onboarding and the procurement/lifecycle management of laptops, desktops, and peripherals. You will manage a team of service desk analysts, set the standard for service quality, and act as the primary owner of our Fresh Service platform.
This is a people-leadership role: you will hire, coach, schedule, and develop a team of support technicians while staying close enough to the work to jump in, unblock escalations, and lead by example.

Key Responsibilities
• Lead, manage, and develop a team of service desk analysts, including hiring, coaching, performance management, and scheduling/coverage planning.
• Own day-to-day helpdesk operations: ticket queues, escalation paths, and incident/request/problem management.
• Develop and manage SLAs, ensuring targets are realistic, well-communicated, and consistently met.
• Serve as the primary administrator of FreshService, including workflow automation, asset management (CMDB), reporting, and dashboards.
• Define and continuously improve service desk processes and documentation (knowledge base, SOPs, runbooks) using ITIL-aligned best practices.
• Monitor and report on key service desk metrics (ticket volume, resolution time, CSAT, SLA compliance) to leadership.
• Manage vendor and third-party support relationships as needed.
Onboarding & Offboarding
• Own the end-to-end IT onboarding experience for new hires: account provisioning, hardware assignment, and Day 1 readiness.
• Design and maintain onboarding/offboarding workflows in Fresh Service and Intune/Autopilot to ensure a consistent, scalable experience as headcount grows.
• Manage IT offboarding, including account deprovisioning and hardware retrieval/reclamation.
Hardware Procurement & Asset Management
• Manage procurement of end-user hardware (laptops, desktops, monitors, peripherals) - vendor selection, ordering, budgeting, and inventory levels.
• Maintain accurate hardware asset records and lifecycle tracking (deployment, refresh, retirement, disposal) within FreshService.
• Own device provisioning and configuration standards using Microsoft Intune and Windows Autopilot, including deployment profiles, compliance policies, and app packaging.
• Manage relationships with hardware vendors/resellers and negotiate pricing/terms where applicable.
Required Qualifications
• Experience: Proven experience managing a helpdesk/service desk supporting 1,500+ users, including leading a team of analysts/technicians.
• Education: Bachelor's degree or equivalent practical experience.
• Certification: ITIL certification preferred, not required (Foundation minimum; higher-level certification a plus).
• Platform: Demonstrable hands-on experience with FreshService (or comparable ITSM platform, with willingness/ability to become FreshService-proficient quickly).
• Endpoint Management: Demonstrable, hands-on experience deploying and managing devices with Microsoft Intune and Windows Autopilot, including provisioning profiles, compliance/configuration policies, and app deployment.
• Strong working knowledge of Windows environments, Active Directory/Azure AD (Entra ID), and Microsoft 365 administration.
• Experience managing hardware procurement, vendor relationships, and IT asset lifecycle.
• Excellent communication skills and the ability to translate technical issues for non-technical stakeholders.
• Proven people-management experience: hiring, coaching, performance reviews, and scheduling.
• Comfort designing and evolving service desk systems and processes that incorporate AI (e.g., AI-assisted ticket triage, chatbots/virtual agents, knowledge base automation).
Preferred Qualifications
• ITIL Intermediate/Expert certification.
• Experience scaling a service desk through a period of company growth.
• Familiarity with additional MDM/endpoint tools, ticketing automation, or scripting (PowerShell) for provisioning tasks.
• Experience building or maturing ITSM processes (change management, problem management) from the ground up.
• Experience in the Architecture, Engineering, or Construction (AEC) industry.
What Success Looks Like
• SLAs are consistently met and ticket backlogs stay under control.
• New hires have a fully provisioned, ready-to-use device and accounts on Day 1, every time.
• Hardware inventory is accurate, refresh cycles are predictable, and procurement costs are well-managed.
• The service desk team is well-trained, motivated, and empowered to resolve issues at first contact.
• FreshService is configured to maximize automation and minimize manual ticket handling.

All Pond & Company positions require participation in at least one in-person interview as part of our hiring process, and most roles also require in-person onboarding at a Pond office location; candidates should expect to meet directly with our team and should be cautious of any communication suggesting otherwise.

Additional Information
Many factors are considered when determining compensation at Pond, including scope and level of position, geographic location, candidate skill, knowledge and experience. Starting base pay may vary depending on these factors. Please see the hiring range associated with this posting for more information.

Additional cash incentives may be provided as part of the compensation package, in addition to a range of medical, financial and/or other benefits dependent on position offered. Learn more about Pond's comprehensive benefits offerings here.

All offers of employment made by Pond & Company are contingent upon satisfactory background check results. Pre-employment background checks will be conducted on all candidates that are offered a position at Pond in compliance with program policy as well as state and federal regulations. Additionally, offers may be contingent upon the successful completion of a pre-employment drug and alcohol test.

Apply for this position at https://www.pondco.com/careers.We are always looking for driven professionals of all disciplines to join our fast-growing company. For more information on our services, clientele, or employment opportunities, visit our website at www.pondco.com.

Should you run into any issues in completing the application, please reach out to [redacted] for assistance.