Senior Help Desk Manager / System Administrator

Serve as the lead technical contact and team manager for our outsourced help desk operations. Establish and manage the help desk function for our organization through Assist World, providing Tier 2/3 support, training help desk members, and ensuring consistent service delivery across all users. Lead and train BPO-based help desk team members supporting Microsoft 365 and Google Workspace. Manage onboarding/offboarding processes, user access, and device setup. Oversee ticket queues, establish escalation paths, and ensure SLAs are established/met. Administer O365 and Google Workspace tenants, including MFA, permissions, and group policies. Document procedures and maintain an internal knowledge base. Coordinate with internal IT leadership for security, compliance, and project priorities.