IT Helpdesk & Support Manager
Exciting opportunity to join a growing Fortune 500 organization!
You will manage a team of 20+ IT Support Techs and will oversee the day-to-day operations across numerous locations in the NE. Your mission is to balance tactical daily operations with strategic process improvements.
This is a direct hire position.
You will be based in an area southwest of Boston (Canton/Norwood/Walpole general area) with oversight for locations in MA, MD, VA, and RI (potential future expansion to other NE states). You will travel to various locations, as needed (majority of travel will be day trips, with approx. 20% overnight trips).
Excellent benefits include: 10% target bonus, 401k match, stock awards, flex time, paid training, etc.
RESPONSIBILITIES:
- Lead, mentor, and supervise 20+ IT Support Techs and ensure the delivery of an exceptional IT Service Experience
- Manage daily Helpdesk operations, including staff schedules & workload distribution
- Ensure prompt response & resolution of incidents/service requests while monitoring ticket queues & performance metrics
- Establish & enforce Helpdesk policies, procedures, & SLAs
- Act as primary escalation point for complex or critical technical issues
- Identify recurring technical issues & implement root-cause solutions to improve stability
- Maintain & improve internal documentation, Knowledgebase, & SOPs
- Oversee onboarding & ongoing training programs for IT Technicians
- Prepare reports & executive dashboards re: Helpdesk performance, trends, improvement areas
- Coordinate with other IT teams to resolve system-wide problems & ensure compliance
- Collaborate with various depts. to ensure IT support alignment with business goals
REQUIRED:
- 1+ years as an IT Support/Help Desk Manager, including hire/fire responsibility
- 5+ years of hands-on IT Support or Helpdesk experience
- Strong technical understanding of IT systems, hardware, software, & networks
- Ability to mentor & train new IT Technicians
- Experience with ITSM systems & remote support tools
- Experience in data management & reconciliation
- Strong analytical, problem-solving, communication, & customer service skills
- Must have a driver mindset with a high sense of urgency in a fast-paced environment
- Must pass a background check & drug test (excluding THC)
- Must have a valid driver's license, reliable vehicle, & clean driving record
PREFERRED:
- ITIL certifications
- Budgeting & vendor management experience
- SLA & KPI management experience
- Cybersecurity compliance knowledge
W2 ONLY; NO 3rd Parties, C2C, or Visa Sponsorship
