Job Description

Penta Group is a global company providing data-driven solutions to help clients achieve their objectives in an increasingly complex stakeholder environment. We provide cutting-edge intelligence products to help clients understand what their stakeholders think, see, and hear, and then leverage that intelligence to develop and execute effective, measurable strategies.

Our global team brings decades of experience in business, government, communications, research, data science, and media. Our clients include companies across a variety of industries, including technology, financial services, energy, healthcare, and more. Penta has offices in New York, London, Washington, DC, San Francisco, Dublin, London, Brussels, Singapore, and Hong Kong.

Penta Group's IT Department:

At Penta, our IT team is the backbone of our digital ecosystem architecting, monitoring, and securing the networks, systems, and cloud environments that power every corner of the organization. We deliver high-touch user support, ensure lightning-fast performance, and enforce rigorous security protocols and compliance standards all while proactively safeguarding data and mitigating emerging threats. Beyond maintenance, we drive innovation. From evaluating and deploying next-generation tools to streamlining workflows through automation and AI, we enable every team to work smarter and scale faster. By translating complex technology into practical solutions, the IT team empowers Penta's people to push boundaries, achieve their goals, and keep our organization one step ahead in a dynamic digital world.

Role Summary:

As an IT Helpdesk Manager you will oversee the day-to-day operations of Penta Group's internal global service desk, ensuring consistent, high-quality technical support for all employees. You'll also be responsible for maintaining operational excellence across the helpdesk function, driving adherence to SLAs and resolution targets, and ensuring a seamless end-user support experience. Finally, you will lead and develop the helpdesk team, optimize processes, and play a pivotal role in shaping the IT support roadmap.

This role is a great fit for someone who enjoys partnering on strategic initiatives, leading operational improvement projects, and ensuring the helpdesk operates as a high-performing, metrics-driven function aligned with organizational goals.

The IT Helpdesk Manager is expected to:

Lead, mentor, and support helpdesk technicians to ensure strong performance, exceptional customer service, and continuous skill growth Manage ticket workflows, enforce SLAs and escalation procedures, and ensure consistent, efficient service across all regions and shifts Maintain dashboards and reports on KPIs such as ticket volume, resolution times, SLA adherence, and customer satisfaction Support IT leadership in shaping the helpdesk roadmap. Participate in or lead projects involving new tools, service enhancements, and support process improvements

- Oversee helpdesk tools for ticketing, remote support, and asset management. - Maintain the internal knowledge base and ensure standardized procedures across the teamPartner with IT, Security, HR, and business units on technology initiatives, support needs, and major deployments. Serve as an escalation point for complex issues Ensure helpdesk operations follow internal security, data protection, and compliance requirements

The ideal candidate will have:

A Bachelor's degree in IT or related field, and/or 5+ years of experience in IT support operations One or more years of leadership experience in a helpdesk or technical support environment Strong knowledge of ITSM principles, SLAs, and escalation management Advanced knowledge of Microsoft 365 and Google Workspace environments, including network diagnostics, cloud platform governance, and security solution management Exceptional experience providing desktop support for Windows machines Experience with helpdesk tools (e.g. Atera, Freshservice, Zendesk, ServiceNow, etc.) A solid understanding of hardware, software, networking, and troubleshooting fundamentals Excellent communication, organizational, and analytical skills The ability to balance strategy with hands-on support when needed Demonstrated past success driving operational efficiency and customer satisfaction Past experience with Okta, or Cisco Duo, is a plus Experience troubleshooting, and providing support, for Mac machines is a plus

Salary Range:

The base salary range for this position will be $90,000 - $100,000 per year, depending on a candidate's experience and qualifications as they relate to the position.

Benefits:

Penta Group is committed to providing a comprehensive and competitive benefits package to support the well-being and financial security of our employees. Our benefits include:

Healthcare Coverage:

Excellent medical, vision, and dental insurance through Cigna and UNUM, with the company covering 88% of individual employee premiums and 50% of dependent premiums

Retirement Benefits:

A 401(k) plan with a generous employer match, contributing 100% on the first 3% of salary deferred and 50% on the next 2%, helping employees maximize their retirement savings

Income Protection:

Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance

Paid Parental Leave:

12 weeks of paid parental leave for birthing and non-birthing parents

Flexible Paid Time Off:

Flexible Paid Time Off(PTO) policy and a generous holiday schedule


Additional Perks & Support:A monthly cell phone stipend

Frequent firm-wide social events and team-building activities
Access to Employee Assistance Programs (EAP), including confidential counseling and resources for personal and work-related issues Health & Wellness Initiatives, including a gym membership program (One Pass Select), mental health resources, and access to virtual health consultations Discounted employee-paid pet insurance coverage through Nationwide

Location and Schedule:

For this position, we are only considering applicants in the greater Washington DC area that preferably can join our team in our DC office two days per week.


Penta Group, LLC values diversity and inclusion, is committed to equal employment opportunity, and to compliance with federal anti-discrimination laws. We also comply with District of Columbia law, which prohibits discrimination and harassment against employees, applicants for employment and interns based on race, color, religion, sex (including pregnancy, childbirth or related medical conditions, reproductive health decisions and breastfeeding), national origin, disability, age (18 and over), personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, matriculation (e.g., being enrolled in a college or university or in a business, nursing, professional, secretarial, technical or vocational school), political affiliation, genetic information (including family medical history), lawful use of tobacco products, unemployment status and status as a victim or the family member of a victim of domestic violence, a sexual offense or stalking.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.