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Job Title: Global Helpdesk Manager

Job Description:

Weave is seeking a passionate and organized Helpdesk Manager to lead our IT support team and ensure smooth day-to-day operations across our workforce. As the first point of contact for technical support, the Helpdesk Manager will troubleshoot and resolve issues, manage assets, and maintain a high level of service, while also driving operational efficiencies and fostering a positive, collaborative work environment.

The ideal candidate will be someone who thrives in a fast-paced environment, has excellent problem-solving skills, and is excited about empowering others through knowledge sharing. They will also have a technical familiarity with Weave’s IT and AV environments, and a passion for developing a high-performing, empathetic, and motivating culture for the helpdesk team.

• This position requires an in-office presence at our Lehi, UT headquarters 5 days per week, M-F.
• This position reports to: Director of IT.

What You Will Own

• Leadership over the helpdesk team, driving a high-performing, empathetic, and motivating culture.
• Ensuring the helpdesk provides career-relevant opportunities and development for technicians.
• Coordinate schedules, approve time-off requests, and ensure Helpdesk staffing needs are met.
• Conduct planning meetings, oversee the helpdesk roadmap implementation, and provide metrics and visibility into execution.
• Serve as an administrator for technical systems, maintaining discretion and sensitivity.
• Handle escalated technical issues, research solutions, train technicians, and engage external resources when necessary.
• Collaborate with compliance and security teams to ensure systems and policies are aligned and meet requirements.
• Oversee workstation hardware and asset management processes.
• Manage office A/V and presentation systems.

What You Will Need to Accomplish the Job

• Experience troubleshooting and supporting Macs.
• Familiarity with office IT and AV environments, and experience organizing IT hardware.
• Knowledge of cloud services like Google Apps for Business, Salesforce, Microsoft 365, etc..
• Experience with MDM tools such as JAMF, inTune, Kandji (or similar) is a plus.
• Understanding of workstation hardware and asset management processes.
• Ability to learn new systems and share knowledge with others.
• Proven ability to gain the trust of colleagues and build strong working relationships.
• Maintain a positive attitude and friendly demeanor, even under pressure.
• Passion for sharing knowledge and empowering team members.
• A drive to build IT and operational efficiencies.
• Strong organizational skills, reliability, and follow-through.

What Will Make Us Love You:

• Previous people management experience.
• Proven ability to gain the trust of colleagues and build strong working relationships.
• Maintain a positive attitude and friendly demeanor, even under pressure.
• Passion for sharing knowledge and empowering team members.
• A drive to build IT and operational efficiencies.
• Strong organizational skills, reliability, and follow-through.