Information Technology Help Desk Manager

XNRGY Climate Systems specializes in advanced HVAC thermal‑management solutions for data centers, healthcare facilities, clean rooms, and life‑science environments. We focus on energy efficiency, water conservation, and reducing carbon footprints through innovative, high‑performance design.

We’re a fast‑growing, high‑energy organization expanding rapidly across the U.S. and Canada. Our culture is young, collaborative, and solutions‑driven, moving quickly, avoiding unnecessary bureaucracy, and thriving in a dynamic “start‑up to scale‑up” environment.

As part of this growth, we are expanding our IT Support organization and seeking an IT Help Desk Manager to lead frontline support across two Mesa, AZ locations (including our U.S. Headquarters) and our Canadian site. This role supports both corporate teams and advanced manufacturing operations.

The IT Help Desk Manager oversees daily internal IT support operations, mentors a growing team, ensures manufacturing uptime, and delivers exceptional end‑user support. This role requires strong leadership, clear communication, a calm presence under pressure, and the ability to pivot quickly in a fast‑paced environment.

You will manage a distributed team of five (with growth ahead) while supporting new‑hire setup, AV rooms, collaboration spaces, hardware and software issues, and urgent executive and production‑floor requests. Ensuring timely, reliable technical support across the organization is critical.

The ideal candidate is service‑oriented, organized, and proactive, able to manage support workflows, uphold service standards, and drive continuous improvement across both corporate and manufacturing environments.

• Lead, mentor, and develop help desk technicians.
• Oversee daily support operations across U.S. and Canadian sites.
• Manage workload distribution, SLAs, documentation, and escalation procedures.
• Monitor ticketing performance and ensure timely resolution.

• Serve as escalation point for complex hardware, software, and network issues.
• Troubleshoot PCs, mobile devices, printers, connectivity, and applications.
• Maintain documentation, guides, and training resources.

• Support onboarding/offboarding, account setup, access control, and hardware provisioning.
• Administer Microsoft 365, Active Directory, and collaboration tools.
• Maintain IT asset inventory and software licensing.
• Assist with workspace buildouts and facility expansions.

• Ensure zero‑downtime access to critical tools and systems.
• Respond quickly to urgent production-floor issues and last‑minute requests.
• Coordinate equipment moves, low‑voltage needs, and Ethernet setups.

• Recommend and implement support-process improvements.
• Analyze recurring issues and drive root‑cause solutions.
• Contribute to IT upgrades, rollouts, and infrastructure initiatives.

• Promote security best practices: MFA, patching, endpoint protection.
• Support cybersecurity monitoring and compliance policies.
• Maintain data integrity through proper handling and access controls.

• Provide polished support to executives and board members.
• Communicate outages, updates, and maintenance clearly.
• Track help desk KPIs and report status to leadership.
• Maintain accurate procedures and configuration documentation.

• Participate in on‑call responsibilities (no formal rotation yet).

• Bachelor’s degree in IT, Computer Science, or equivalent experience.
• 3–5 years of IT support/help desk experience, including 2+ years in leadership.
• Strong knowledge of Windows, Microsoft 365, Active Directory, and basic networking.
• Experience with ticketing systems and ITIL-aligned support processes.
• Excellent troubleshooting, prioritization, and customer service skills.
• Strong communication abilities across all organizational levels.

• Clear explainer of issues, solutions, and prevention.
• Highly motivated, results‑driven, and adaptable.
• Thrives in a fast‑moving, evolving environment.
• Creative problem solver—comfortable…