Hiring: Helpdesk Manager Company: Internet Brands Location: El Segundo, CA Job Posted Time: 2026-09-03 10:18:02 Target Skills & Keywords : Jira, Machine Learning, ServiceNow, User Experience, Zendesk About the job Experience: •7 years of experience managing or supervising within a Helpdesk or IT support environment. •Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment. Required Skills: •AI Strategy & Automation Leadership •As a Helpdesk Manager you will lead the transformation of our Level 1 support model, leveraging AI and automation to resolve routine incidents instantly, empower end-users, and upskill our support staff. •Drive High-Volume Incident Deflection: Lead the implementation and continuous tuning of AI solutions (e.g., chatbots, Agentic AI) to achieve zero-touch resolution for our most frequent L1 requests, including Active Directory lockouts, password resets, and automated software provisioning. •Govern AI-Powered Knowledge Management: Direct the strategy for a centralized, AI-enhanced knowledge base. Ensure Helpdesk Standard Operating Procedures (SOPs) are rigorously maintained and properly structured to fuel machine learning models, driving highly accurate automated responses and increasing end-user self-service adoption. •Elevate Quality Assurance through AI Analytics: Utilize AI-driven QA tools (e.g., RingSense AI, automated ticket auditing) to monitor call sentiment, ticket categorization accuracy, and First-Contact Resolution (FCR) rates. Translate this data into actionable, targeted coaching plans to improve individual agent performance and overall team CSAT. •Continuous Automation Improvement: Regularly analyze L1 ticket data to identify new trends and recurring low-complexity issues. Proactively design and propose new automation workflows to shift the team's workload from manual ticket logging to proactive system monitoring and user education. •Team Leadership & Performance Management •Directly manage Helpdesk staff supporting IB operations. Qualifications: •Bachelor’s degree in Engineering, Computer Science, or a related field preferred; equivalent relevant professional experience will also be considered. •Proven direct management experience leading technical teams. •Strong background in technical troubleshooting and escalation management. •Excellent communication and interpersonal skills with a customer service orientation. •Demonstrated capacity to work hands-on in a dynamic environment while maintaining strategic oversight. •Demonstrated ability to analyze performance data, identify trends, and drive process improvements. •Strong organizational skills with attention to detail and follow-through. •Operational familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk). Compensation: •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!