Back to jobs

IT Helpdesk Manager

US - SF-Headquarters

Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT Cybersecurity.  We have hundreds of customers in more than 30 countries and we’re just scratching the surface.

We are seeking a highly experienced and proactive IT Help Desk Manager who has successfully built IT help desk processes, systems, and teams from the ground up. This individual will lead a global help desk team, ensuring efficient and effective support for our organization. The ideal candidate should have a proven track record of implementing best practices, working closely with vendors, driving corporate security initiatives, optimizing onboarding and offboarding processes, and developing key performance indicators (KPIs) to measure and improve help desk performance.

This role is onsite in San Francisco.

If this sounds like you, read on. You could be the next "Nozomier"!

 In this role, you will:

  • Establish and manage a global IT help desk team, ensuring timely and effective support for end-users across multiple time zones.
  • Develop and implement help desk processes, workflows, and standard operating procedures to ensure consistent and high-quality service delivery.
  • Provide leadership, coaching, and mentoring to help desk team members, fostering a culture of continuous improvement and customer-centricity.
  • Design, implement, and manage help desk systems and tools, including ticketing systems, knowledge bases, and remote support solutions.
  • Identify opportunities to optimize help desk operations, implement automation, and leverage technology to enhance efficiency and user experience.
  • Develop and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting procedures.
  • Develop, implement, and manage efficient onboarding and offboarding processes for employees and vendors globally, ensuring a seamless experience.
  • Collaborate with HR, IT, and other departments to standardize procedures for setting up and terminating access to systems, software, hardware, and other IT resources.
  • Ensure that onboarding/offboarding workflows adhere to security policies and compliance requirements, and that all necessary steps are tracked and completed within defined timeframes.
  • Monitor and continuously improve the onboarding and offboarding processes to increase efficiency and minimize disruptions.
  • Collaborate with third-party vendors to manage service agreements, software licensing, hardware procurement, and support contracts.
  • Evaluate vendor performance, negotiate contracts, and ensure that service levels are met or exceeded.
  • Act as the primary point of contact for external partners, ensuring smooth coordination and integration with the help desk team.
  • Implement and enforce IT security policies and best practices across the help desk function, ensuring compliance with corporate security standards.
  • Conduct regular security assessments, audits, and training to ensure the help desk team adheres to data protection and cybersecurity protocols.
  • Collaborate with the cybersecurity team to identify and mitigate potential security risks, vulnerabilities, and incidents.
  • Define, develop, and track key performance indicators (KPIs) to measure help desk performance, efficiency, and customer satisfaction.
  • Generate and analyze reports on ticket resolution times, user feedback, and team productivity to identify areas for improvement.
  • Establish service level agreements (SLAs) and ensure that the help desk team consistently meets or exceeds targets.
  • Oversee the delivery of IT support services to a diverse, global user base, ensuring issues are resolved promptly and effectively.
  • Coordinate with regional IT teams to provide consistent support across all locations, adapting processes as needed to accommodate regional differences.
  • Implement escalation procedures to ensure high-priority incidents are resolved quickly and with minimal impact on business operations.
  • Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust

To be successful in this opportunity, you will have:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • 5+ years of experience managing an IT help desk, with a proven record of building and leading help desk teams.
  • Experience managing a global help desk team, including coordinating across different time zones and cultures.
  • Proven experience in optimizing onboarding and offboarding processes for employees and vendors on a global scale.
  • Strong expertise in help desk ticketing systems, remote support tools, and IT service management (ITSM) platforms.
  • Demonstrated experience in vendor management, including negotiating contracts, managing service levels, and coordinating with third-party providers.
  • Solid knowledge of corporate security practices, data protection, and cybersecurity standards.
  • Experience developing and tracking KPIs, SLAs, and performance metrics to drive service improvement.
  • Excellent leadership, communication, and problem-solving skills with the ability to work effectively in a fast-paced environment.
  • Relevant certifications (e.g., ITIL, HDI, CompTIA Security+, or CISSP) are highly desirable.
  • Understanding and ability to follow InfoSec guidelines and principles and IT services

Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is $140,700 - $174,800. This is the range the company reasonably and in good faith expects to pay for the position taking into account factors including job-related knowledge, skillset, experience, education and training, certifications, and other relevant business factors. Applications outside the range are welcome to apply.

Additional Compensation and Benefits: The company also offers a wide range of competitive benefits, including medical, dental, vision, life insurance, and disability insurance for eligible employees.  The successful candidate may also be eligible to participate in the company’s equity program and/or variable bonus program, subject to the rules governing such programs.

In addition, eligible employees are able to enroll in a 401(k) plan along with the employer matching program. Nozomi Networks also offers eligible employees flexible paid time off, paid holidays and paid parental leave.

 

Who we are and what we stand for:

Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.

Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

Our Global Benefits

All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:

  • Health & Wellness
  • Financial
  • Work-Life Balance
  • Unparalleled Flexible Time-Off

Need to know information

Successful candidates will be subjected to background verification checks.

Be cautious of unsolicited messages, fake email addresses, requests for money and unclear job descriptions. Report suspicious activity to authorities. Our open job opportunities and descriptions are posted on Nozomi Networks' career page. If in any doubt please apply for opportunities on our careers website here.

If you would like to know more about our Privacy Policy, please click here. Any questions about how we process personal information, or if you would like help exercising your privacy rights please contact us using the email provided within the Privacy Policy.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...

Global Demographic questions

Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. What makes us all different is what makes us powerful. Here at Nozomi Networks we celebrate diversity.

Diversity of thought, background and culture broadens our knowledge of the world, this helps us learn, grow, and gain new perspectives.

Your responses will be used to help us identify areas of improvement in our process. Your responses will not be associated with your specific application and will not in any way be used in the hiring decision. Any information that you do provide will be recorded and maintained in a confidential file. Diversity, Inclusion and Belonging is important to us, we do not discriminate on any basis.

 

 

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Nozomi Networks’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.