Senior IT Help Desk Manager

Cylance Portland , OR 97228

Posted 3 weeks ago


Cylance is one of the fastest growing companies in the history of cybersecurity. By successfully applying artificial intelligence and machine learning to crack the DNA of malware, Cylance has redefined the endpoint protection market, garnered acclaim from industry analysts and won numerous awards including "Best Emerging Vendor" from SC Magazine. If you have the passion and desire to disrupt industries, protect the world from cyberattacks, and be at the forefront of a revolutionary new technology, we want you to join us!


Cylance is seeking a Senior Manager of IT who will be responsible for managing a team of Help Desk professionals. The charter of this team is to provide technical assistance and support related to computer systems, hardware, and software. You will supervise a team that responds to queries, isolates problems, and determines and implements solutions. To be successful in this role, you should have a mix of management, technical and customer service skills, and be interested in technology, security, and helping people.


  • Manage a Help Desk team in resolving help desk tickets, maintaining computer systems, hardware, and software, and allocating IT assets; ensures quality, productivity, and efficiency standards are met

  • Works closely with upper management to execute organizational plans; relays information regarding operational hardships and successes via verbal and/or written communication, including preparing and delivering presentations

  • Trains and develops Team Leads and/or individual contributors on various tools, processes, and skill sets to further/accomplish team goals; provides guidance and feedback to other individual contributors as needed

  • Partners with various business units to ensure stakeholder's needs are met and the systems/hardware/software benefits are maximized

  • Makes recommendations on how to better use systems to improve operational processes

  • Tracks asset allocations and controls costs by negotiating with vendors, educating employees, and setting IT equipment standards

  • Develops IT trainings for Cylance employees; provides instruction and support as needed.

  • Completes project progress reports, demos, and other miscellaneous deliverables as assigned

  • Creates, maintains, and implements process documents, system/IT policies, application configurations, and help-related materials for users on a regular basis

  • Stays up-to-date on the latest applicable applications, system updates, and tools; attends applicable trainings and conferences as needed

  • Protects Cylance by ensuring the integrity of business processes and operations


  • BS/BA or high level degree preferred in Computer Science, Information Systems or related field; relevant experience can be substituted for educational degree

  • 8 + years minimum related experience in IT support, IT management, and/or other relevant technical experience. May have limited team lead and/or management experience

  • Experience with ServiceNow implementation and administration required.

  • Experience with Windows 7, Mac OSX, Linux and Microsoft Office

  • Client PC connectivity Ethernet, TCP/IP

  • Strong customer service and troubleshooting skills

  • Certifications preferred in security such as CISSP or application security, network security, technical training, project management or A+, Microsoft, Cisco, RedHat software

  • Requires the ability to work independently while maintaining focus on achieving optimal outcomes as part of a collaborative development

  • Plans for individual contributors (non-exempt and/or salaried employees); clearly communicates team goals and expectations

  • Directs work and delegates tasks as needed

  • Evaluates day-to-day operations and implements new procedures and policies as needed; addresses operational deficiencies and human resource issues

  • Addresses employee complaints and resolves employee issues in a timely manner

  • Approves various requests made by employees, including, but not limited to, time cards, time-off requests, reimbursement reports, and employee travel

  • Sets Manager Based Objectives (MBOs) for all subordinates and evaluates performance each quarter; considers individual career development and Cylance's overall goals

  • Interviews candidates and works with Recruiting to hire new employees as needed; stays up-to-date on current hiring best practices, attending applicable and mandated trainings as needed and/or required by law

  • Attends Cylance events occasionally as requested or required


  • Zoom and Duo Mobile experience

  • Workday and Udemy experience.


  • Current resume

  • Cover letter/summary expressing:

  • Why you are interested in working at Cylance

  • The skills, strengths and expertise you will contribute to our diverse team of extraordinary talent and humble hearts


In addition to medical, dental, vision and 401(K) matching, we offer other great benefits and a slew of perks such as casual dress attire, plethora of employer-sponsored food and snack items, toll road/public transportation subsidy, gym membership discount, etc. We're proud to be certified as A Great Place to Work for 2017-2018!

Cylance Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, protected veteran status, or any other basis protected by applicable federal, state, or local law.

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Senior IT Help Desk Manager