Manager, Help Desk

Essential Functions) 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.

REQUIRED QUALIFICATIONS / EXPERIENCE 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. Associate's or Bachelor's degree in Information Technology or a related field preferred; relevant certifications (CompTIA A+, Microsoft, ITIL) are a plus.

COMPETENCIES People Leadership & Coaching Service Excellence & Empathy Process Optimization Technical Troubleshooting Communication & Documentation Data-Driven Decision Making SALARY: 84,000-$108,000 What's in it for you?

We offer a competitive salary along with exceptional benefits such as: Medical, Dental and Vision Coverage Hybrid Work Environment Life and Disability Insurance Unlimited Time off + Paid Holidays Flexible Friday's between Memorial Day and Labor Day 401(K) Savings Plan Matching at 4% 10 Coaching and Therapy sessions Mental Health Benefits Brand Discounts & Reimbursements In-house workout facilities Professional Development Opportunities Team Building, Employee Engagement Activities & so much more WORK SCHEDULE Purpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices: Remote optional: Fridays On-site days: Mondays, Tuesdays, Wednesdays and Thursdays DIVERSITY, EQUITY, AND INCLUSION STATEMENT Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands.

We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve. EEO STATEMENT Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Discrimination of any type will not be tolerated. Purpose Brands, LLC is here to make personal health and wellness accessible for people worldwide. The company holds the world's largest and most trusted portfolio of fitness, health and wellness franchise brands and services: Anytime Fitness, Orangetheory Fitness, Waxing the City, The Bar Method, Healthy Contributions and Provision Security.

Together, these brands generate USD$3.7 billion in revenue, operating across 50 countries on all seven continents with a combined 6 million members. With a world-class franchise operating model and suite of services that help its portfolio brands accelerate growth and deliver exceptional member experiences, Purpose Brands is best positioned for rapid expansion and to capture a strong market share in the global wellness industry.

Enhance the health, prosperity, and overall well-being of franchisees, consumers, and employees through purpose-driven products and experiences. Empowering individuals and communities to live healthier, more vibrant lives. People.

Purpose. Performance. Play.