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# Help Desk, Director

- **Company:** Governmentjobs.Com, Inc.
- **Location:** El Segundo, CA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Amazon Web Services, Apple Mac Systems, JIRA, VoIP, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Network Security, Microsoft Office, Network Service, Peer-To-Peer (P2P), Single Sign-On, Okta, Zapier, Firewalls (Computer Science), Information Technology, Gsuite, Hardware Infrastructure, Restful APIs, Vmware
- **Published:** June 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4384aff73269237d

## About the Role

Do you have experience in macOS administration?, Do you have a Bachelor's degree?, * Customer Focused Leader.

 * Excellent communicator with equally excellent customer service mindset.
 * Driven and positive team player.
 * Self-starter who is eager to learn new technologies and promote a culture of service.
 * Natural problem solver.
 * Believer in the value of documentation and AI.

What You Have

 * 5-7 years of experience managing a helpdesk team with extensive technical expertise and M&As.
 * Excellent leadership and people management skills.
 * Systems administration experience.
 * In depth understanding and troubleshooting skills of Windows and MacOS operating systems.
 * Experience with Mobile Device Management (MDM) specifically Desktop Central (Manage Engine).
 * Strong technical skills and experience with the following:
 + Network services (DHCP, DNS, P2P VPN, ISP, etc...)
 + Palo Alto firewalls and network security
 + Google Suite
 + Office 365
 + Voip (DIalpad, GoTo)
 + Okta Single Sign-On
 + Jira Service Management
 + Zapier
 + Data center hardware and management
 + VMWare
 * Familiarity with Ai agents, REST APIs, and low touch automation tools.
 * Excellent analytical and troubleshooting skills.
 * Basic understanding of cloud computing (AWS preferred).
 * Ability to work under pressure.
 * Strong customer service skills.
 * Bachelor's degree in a related field.

## Description

* Manage and support a global team of 6 helpdesk engineers.
 * Lead helpdesk operations, managing team workloads, SLA performance, and continuous process improvement.
 * Identify and implement automation and AI-driven solutions to streamline helpdesk workflows and reduce manual overhead.
 * Communicate with employees and provide in-person and remote support.
 * Manage escalations and ensure any issues are resolved in a timely manner.
 * Oversee and optimize IT systems and align technology with business goals, and drive operational efficiency.
 * Manage user lifecycle processes through Active Directory and SSO platforms, ensuring secure and efficient access control.
 * Work on inventory management, back-office licensing and other operational needs.


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