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Senior Help Desk Manager
Our client is seeking a strategic and hands-on Senior Helpdesk Manager to lead and scale enterprise support operations across a large, multi-location environment. This is a high-impact leadership role responsible for driving operational excellence, strengthening service delivery, and ensuring seamless technology support across hundreds of sites nationwide. You’ll shape the future of Helpdesk operations, mentor leaders, and partner cross-functionally to support continued growth and innovation.
Location: Costa Mesa, CA (Hybrid – 3 days onsite)
Compensation: This job is expected to pay about $108,000–$120,000 annually plus 15% bonus
No Visa Sponsorship Available for this role
What You’ll Do:
- Lead and develop the Helpdesk function, directly managing the Helpdesk Manager and overseeing a team supporting 500+ locations nationwide
- Serve as the highest-level escalation point for complex technical issues across Windows environments, POS systems (Oracle Symphony/MICROS or similar), and field hardware
- Establish and govern Helpdesk policies, KPIs, and service standards to improve performance, efficiency, and customer satisfaction
- Drive cross-functional initiatives such as POS rollouts, new location openings, and enterprise-wide technology upgrades
- Manage vendor relationships and performance, ensuring SLA adherence and strategic alignment with business objectives
What Gets You the Job:
- Bachelor’s degree or equivalent experience, with at least 5 years of experience supervising technical support teams
- Experience supporting multi-site retail or restaurant environments; POS experience (Symphony, MICROS, or similar) preferred
- Strong leadership background with proven success mentoring managers and building high-performing support teams
- Expertise with enterprise ticketing systems such as ServiceNow, Zendesk, or Jira Service Desk
- Ability to analyze KPIs and operational data to drive continuous improvement and make fact-based decisions
This is an opportunity to take ownership of a critical support function, influence enterprise-wide operations, and lead a team that directly impacts business success.
If we are still actively screening for this role, our AI Recruiter, Avery, will email you an invitation for a virtual interview to learn more about your background and qualifications as they relate to this position. Candidates who align well with the job requirements may be submitted directly to our client for consideration.
Irvine Technology Corporation (ITC) connects top talent with exceptional opportunities in IT, Security, Engineering, and Design. From startups to Fortune 500s, we partner with leading companies nationwide. Our AI recruiter, Avery helps streamline the first step of your journey—so we can focus on what matters most: helping you grow. Join us. Let us ELEVATE your career!
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.