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 is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture.

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.

This role is ideal for someone who is passionate about people and process, has a strong IT support background, and can lead teams in a high-growth, service- driven environment. The Manager will ensure timely and high-quality support while improving processes, tools, and employee satisfaction.

PURPOSE / IMPACT (Duties & 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.