Manager, Global Help Desk

Get to Know Us

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and false positives, resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

What You’ll Do

We are seeking a Manager to lead our global IT support function. This is a hands-on leadership role for someone who can set direction, develop talent, and stay close enough to the work to improve employee support, operational efficiency, and the overall end-user experience across the company.

This role will lead the team responsible for delivering day-to-day help desk support, endpoint and identity administration, onboarding/offboarding, and end-user issue resolution across a distributed, remote-first organization. The ideal candidate brings strong IT operations experience, a customer-service mindset, and the ability to partner effectively across Security, Engineering, People, and business teams. By strengthening our global support model, this role will directly support employee productivity, operational reliability, and business continuity.

This role will be responsible for…..

Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes

Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements

Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs

Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce

Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely

Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management

Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration

Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently

Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience

Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies

Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms

Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership

Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities

Demonstrate a commitment to integrity, process improvement, and customer satisfaction

As a Manager, you will be responsible for:

Recruiting and onboarding talented individuals to support our organizational goals

Mentoring, coaching, equipping, and developing your team

Recognizing and retaining high performers

Leading horizontally with peer management and senior leaders

What You’ll Bring

Must have strong experience in IT support, help desk operations, or end-user services within a modern, distributed company

Must have a deep understanding of endpoint support, identity and access administration, device lifecycle management, and service desk operations

Must have experience leading or mentoring IT support professionals while remaining hands-on and technically credible

Must be knowledgeable in common SaaS and IT support systems such as Okta, MDM platforms, ticketing systems, collaboration tools, endpoint management tools, and asset management systems

Must have strong written and verbal communication skills, with the ability to support both technical and non-technical employees effectively

Must be able to work independently and as part of a team, with a strong sense of ownership and accountability

Must have experience building metrics and reporting that communicate help desk performance, service quality, and operational health to leadership

Must have a strong customer-service mindset and the ability to balance responsiveness with operational discipline

Minimum Education and Experience

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience

6+ years of experience in IT support, help desk, or IT operations

2+ years of experience leading support analysts or serving as a technical lead in a help desk or IT operations function

Experience supporting a distributed or remote-first workforce

Prior experience managing escalations, improving support processes, and driving service quality in a hands-on capacity

Required Tech Stack Experience

Okta

MDM platforms

Ticketing/help desk systems

Endpoint management tools

Collaboration platforms (e.g., Slack, Google Workspace, Zoom)

Asset management and device provisioning workflows

What Sets You Apart?

You’ve led help desk or IT support teams in a fast-paced, high-growth environment and know how to scale support without losing service quality

You’re comfortable being both a people manager and a hands-on escalation point for complex technical support issues

You’ve built or improved onboarding, offboarding, and endpoint support processes in ways that increased speed, consistency, and security

You’re a trusted partner across People, Security, Engineering, and business teams, balancing user experience with operational rigor

You know how to use ticket trends, SLA performance, and recurring issues to drive meaningful process and tooling improvements

Experience with remote-first support models and global workforce support

Relevant certifications such as ITIL, Jamf, Okta, Google Workspace, or similar

Experience in high-growth SaaS or cybersecurity companies

Compensation and Values

At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.

In accordance with various State’s transparency regulations, we provide the following salary range information for this position:

Base salary range: $149,85