Manager, Help Desk

Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, and The Bar Method, is seeking a Help Desk Manager to join its team. This role is ideal for someone passionate about people and process, with a strong IT support background, who can lead teams in a high-growth, service-driven environment.

About the role

The Help Desk Manager will lead and optimize technology support for PB-level employees across all brands. This individual will oversee the Help Desk team responsible for daily technology requests, onboarding/offboarding, and lifecycle management of employee hardware and software tools. The Manager will ensure timely and high-quality support while improving processes, tools, and employee satisfaction.

Responsibilities

• Lead the daily operations of the Help Desk team, ensuring timely, high-quality technology support for PB-level employees.
• Supervise and coach Help Desk staff, fostering a culture of responsiveness, accountability, and continuous improvement.
• Oversee onboarding and offboarding processes, including account provisioning, hardware deployment and recovery, and system access management.
• Manage the full lifecycle of employee devices and tools, ensuring accurate tracking, maintenance, upgrades, and secure disposal.
• Provide technical leadership and escalation support for Level 1 issues, including endpoint troubleshooting, software access, and peripheral device problems.
• Administer and support Microsoft 365 suite, Windows/macOS operating systems, and endpoint security tools.
• Oversee support for video conferencing technologies including Zoom and Microsoft Teams, ensuring high availability and usability.
• Manage and troubleshoot issues related to identity and access management systems (e.g., Okta, Azure AD).
• Maintain and continuously improve Help Desk documentation, internal knowledge bases, and standard operating procedures.
• Monitor service queues, analyze trends in ticket volumes and SLA performance, and implement process improvements based on data insights.
• Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service delivery.
• Support internal audits and compliance initiatives through effective documentation, device controls, and account governance.

Requirements

• 4+ years of experience in IT support or Help Desk operations, including at least 1 year in a supervisory or team lead role.
• Hands-on experience managing support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows and macOS environments.
• Proficient in supporting video conferencing platforms such as Zoom and Microsoft Teams.
• Working knowledge of identity and access management platforms (e.g., Okta, Azure Active Directory).
• Strong understanding of ITIL principles and experience with ticketing systems such as Zendesk or Jira Service Management.
• Proven ability to manage onboarding/offboarding, asset tracking, and endpoint lifecycle processes.
• Excellent communication, leadership, and problem-solving skills with a focus on customer service and team development.
• Experience working with hybrid or distributed support teams across multiple time zones.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology or a related field preferred.
• Relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus.

Skills

• People Leadership & Coaching
• Service Excellence & Empathy
• Process Optimization
• Technical Troubleshooting
• Communication & Documentation
• Data-Driven Decision Making

Pay

$84,000–$108,000

Benefits

• Medical, Dental, and Vision Coverage
• Hybrid Work Environment
• Life and Disability Insurance
• Unlimited Time Off + Paid Holidays
• Flexible Fridays between Memorial Day and Labor Day
• 401(K) Savings Plan with 4% company match
• 10 Coaching and Therapy sessions
• Mental Health Benefits
• Brand Discounts & Reimbursements
• In-house workout facilities
• Professional Development Opportunities
• Team Building and Employee Engagement Activities

Schedule

Hybrid work model for employees at Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:

• Remote optional: Fridays
• On-site days: Mondays, Tuesdays, Wednesdays, and Thursdays