- Company Name
- Leyton
- Job Title
- Help Desk Manager
- Job Description
-
Job title: Help Desk Manager
Role Summary: Lead and manage internal IT operations, serving as the primary contact for all IT-related matters. Drive continuous improvement across infrastructure, applications, cybersecurity, and end‑user experience, while maintaining a scalable, secure, and reliable technology environment.
Expectations: • Highly autonomous, self‑directed role with full ownership of IT operations
• Strong decision‑making authority and proactive problem solving
• Ability to work independently and manage multiple priorities
Key Responsibilities:
- Own day‑to‑day IT operations and user support, acting as the primary escalation point for incidents, requests, and problems.
- Provide hands‑on technical support via in‑person, phone, email, and remote channels.
- Install, configure, and support desktops, laptops, peripherals, printers, scanners, and mobile devices.
- Perform routine hardware/software maintenance, upgrades, imaging, diagnostics, and replacements.
- Administer Microsoft 365 (Exchange, Teams, OneDrive), user accounts, access rights, and security groups.
- Support hybrid Active Directory and basic network administration/troubleshooting.
- Manage SAN storage (TrueNAS or similar) and maintain software, hardware, and service licensing.
- Support endpoint protection (e.g., SentinelOne XDR) and cybersecurity initiatives.
- Work with external vendors and service providers.
- Monitor systems, alerts, and performance using RMM tools (NinjaOne, Splashtop).
- Create and maintain technical documentation, user guides, IT standards, policies, and procedures.
- Manage IT asset inventory and lifecycle.
- Partner with Finance and Accounting to automate and improve workflows.
- Continuously improve IT operations, reliability, and user experience.
Required Skills:
- 8+ years of experience in IT support, systems administration, or infrastructure.
- Strong knowledge of Windows environments and Microsoft Office suite.
- Solid understanding of networking fundamentals.
- Experience administering Microsoft 365 and managing hybrid Active Directory.
- Experience with SAN storage (TrueNAS or similar).
- Experience with RMM tools (NinjaOne, Splashtop).
- Experience with endpoint security platforms (SentinelOne XDR or similar).
- Familiarity with HP Aruba Instant‑On and Cisco Meraki networking.
- Highly organized, self‑directed, and comfortable working independently.
- Excellent communication, problem‑solving, ownership, and accountability.
- Bilingual English/French is an asset.
Required Education & Certifications:
- Diploma or degree in Information Technology or a related field.