IT Help Desk Manager

IT Help Desk Manager QUICK SUMMARY Lead and scale a high-performing help desk team, driving service quality, automation, and seamless employee IT experiences across a growing, remote-first organization. Please note this role is based in Chicago, IL. The Help Desk Manager is expected to work on-site at our Chicago office at least once per week and must be able to commute to the office on short notice when needed. WHO WE ARE Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder. We start with smarter homeowners insurance and expand to everything homeowners need to thrive. Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most. Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 13 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades, including: - Built In Chicago's Best Places to Work, Midsize Companies (2021-2026) - Forbes' America's Best Startup Employers (2021-2024) - Inc. 5000 Fastest-Growing Private Companies - Forbes’ Fintech 50 (2025-2026) - Great Places to Work Certified (2024-2026) Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com http://kin.com and see how we work https://www.linkedin.com/company/kin-insurance/life/kin/. THE OPPORTUNITY We’re looking for a Help Desk Manager to lead and evolve our IT support function as Kin continues to scale. This role exists to ensure employees receive fast, reliable, and high-quality technical support while building systems, processes, and a team that can grow with the business. You’ll operate at the intersection of people leadership, service delivery, and operational excellence — owning the performance of the help desk while partnering closely with Security, Engineering, and People teams. This is a high-impact role where your work directly shapes employee experience, productivity, and trust in IT. This role requires Chicago-based candidates. The Help Desk Manager works on-site at our Chicago office at least once per week, and must be able to reach the office quickly in the event of an urgent need. During your first month, you'll be expected in the office five days a week to build relationships with the team and get hands-on with the operation. Additionally, during catastrophe (CAT) events — when Kin onboards large groups of independent adjusters to respond to weather events — this role provides extended support coverage seven days a week. This is a real and recurring part of the job, and we want candidates to come in with a clear picture of what that looks like. YOUR RESPONSIBILITIES - Lead, coach, and develop a team of Help Desk Analysts and interns, driving accountability, engagement, and continuous improvement - Own help desk operations end-to-end, including ticket queue management, SLA definition, and service quality outcomes - Establish and optimize workflows, runbooks, and escalation paths to improve efficiency and reduce resolution times - Track, analyze, and report on key performance metrics (CSAT, SLAs, time-to-resolution), using insights to drive improvements - Administer and enhance ITSM tools and platforms to support scalable service delivery - Identify and implement automation opportunities to reduce manual effort and improve team productivity - Own the IT onboarding an ... (truncated, view full listing at source)