Global Help Desk Manager, Horizon3
$149.8-185k
+ stock options
Autonomous security solutions
Be an early applicant
Autonomous security solutions
201-500 employees
Be an early applicant
$149.8-185k
+ stock options
201-500 employees
Company mission
To help find and fix attack vectors before attackers can exploit them.
Role
Who you are
- 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
- 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
- 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
- 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
- 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 the job involves
- 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
- By strengthening our global support model, this role will directly support employee productivity, operational reliability, and business continuity
- 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
- 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
Our take
In an era marked by escalating cyber threats and data breaches, safeguarding digital assets has become a high priority across all industries. Amid this landscape, Horizon3.ai stands out as an autonomous security solution by addressing the critical need for robust cybersecurity.
At the heart of Horizon3.ai's mission is NodeZero™, a platform designed to elevate proactive security measures. Using this, customers can verify their security posture and identify potential vulnerabilities through self-service. This proactive approach to cybersecurity effectively thwarts potential exploits and ensures the integrity of their digital infrastructure.
With 2025 funding in hand, the company is poised to further its ambition to develop into an industry-leading cybersecurity company. The infusion of funds will be channelled towards expanding its partner network, refining its offerings and entering the US government market. Horizon3 aims to establish itself as a pivotal player in the evolving autonomous security landscape, a highly lucrative market valued at $80 billion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2025
$100m
SERIES D
Aug 2023
$40m
SERIES C
Total funding: $187m
Company benefits
- Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
- Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
- Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
- Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive
Company HQ
SoMa, San Francisco, CA
Leadership
Snehal Antani
(Co-Founder & CEO)Graduated from the Rensselaer Polytechnic Institute with an MS in Computer Science. Previously worked at IBM as a Lead Architect, at GE Capital as the CIO of Distribution Finance and Splunk as the SVP & GM of Business Analytics & IoT.
Anthony Pillitiere
(Co-Founder)Graduated from the University of Maryland with a Bachelor's Degree in Computer Systems Networking and Telecommunications. Previously worked at the United States Air Force in multiple roles, including Deputy Chief Technology Officer.
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