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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Manager - **Company:** CYNET SYSTEMS INC. - **Location:** Chino, CA, United States - **Experience:** Expert - **Salary:** $114,400.0 - $124,800.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Deployment, Enterprise Software Applications, Information Technology - **Published:** September 18, 2026 - **Apply:** https://www.dice.com/job-detail/722b1071-9d7b-4f50-b85a-6a7f4e85e5bd ## About the Role * Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. * 10+ years of progressive IT Helpdesk, Service Desk, or End User Support experience. * 5+ years of leadership or management experience overseeing technical support teams. * Demonstrated success managing helpdesk operations within a mid-size to large enterprise environment. * Expert-level troubleshooting skills across endpoint devices, printers, and mobile technologies. * Strong technical background with the ability to remain hands-on when needed. * Knowledge of ITIL-based service management best practices., * Helpdesk. * Technical Support. * Team Leadership. * IT Asset Management. * Project Management. * ITIL. * Microsoft 365. * Networking. * Endpoint Devices. * Troubleshooting. Qualification And Education: * Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. ## Description * Develop and improve helpdesk processes, workflows, knowledge base content, and support documentation. * Analyze support trends and metrics to identify opportunities for increased efficiency and service quality. * Drive adoption of ITIL-based service management best practices. * Ensure consistent delivery of high-quality customer support across all locations and departments. * Manage relationships with technology vendors and support partners. * Serve as the first escalation point for complex technical issues involving hardware, software, networking, Microsoft 365, endpoint devices, and enterprise applications. * Demonstrate advanced troubleshooting skills and guide team members through root cause analysis and problem resolution. * Remain actively involved in support operations and provide hands-on technical assistance when necessary. * Lead major incident response efforts and ensure timely communication and resolution. * Identify recurring issues and implement long-term corrective actions. * Lead, mentor, coach, and develop a team of Helpdesk and End User Support professionals. * Foster a culture of accountability, collaboration, customer service excellence, and continuous improvement. * Conduct performance reviews, goal setting, career development planning, and regular coaching sessions. * Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics. * Manage staffing requirements, scheduling, workload distribution, and escalation management. * Own and manage the complete lifecycle of IT assets, including procurement, deployment, tracking, maintenance, refresh, and retirement. * Ensure accurate inventory management of hardware, software licenses, peripherals, and mobile devices. * Develop and maintain asset management policies, standards, and documentation. * Partner with procurement and vendors to optimize asset utilization and control costs. * Conduct periodic asset audits and ensure compliance with organizational standards. * Lead or participate in IT projects related to desktop support, hardware refreshes, software deployments, system upgrades, migrations, and workplace technology initiatives. * Coordinate project planning, resource allocation, timelines, risks, and stakeholder communications. * Ensure projects are delivered on schedule, within scope, and aligned with business objectives. * Collaborate with infrastructure, security, networking, and application teams to execute cross-functional initiatives. ## Related Videos - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [100 times more frequent deployments: How did we create a high performance team?](https://www.wearedevelopers.com/videos/1069-100-times-more-frequent-deployments-how-did-we-create-a-high-performance-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) - [From Space to Software: Reliability Lessons 40 Years After Challenger](https://www.wearedevelopers.com/videos/100283-from-space-to-software-reliability-lessons-40-years-after-challenger) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Should Tech Managers Be Developers First? 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