Help Desk Manager

firstPRO, Inc; Boston (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading staffing firm is now accepting resumes for a Helpdesk Manager in Boston, MA. This role requires overseeing the day-to-day operations of the Desktop Support team, ensuring reliability of end-user technologies, and driving operational excellence. The ideal candidate should have experience in team leadership, customer service excellence, and technical troubleshooting. Join us to foster a culture of accountability and collaboration in a fast-paced environment.

Qualifications

• Experience managing a team of Desktop Support Technicians.
• Proven ability to drive customer service excellence.
• Knowledge of hardware lifecycle management.

Responsibilities

• Supervise and support a team of Desktop Support Technicians.
• Oversee daily onsite support operations and manage incident resolution.
• Coordinate major deployments and device refreshes.

Skills

Team leadership

Customer service excellence

Technical troubleshooting

Tools

ServiceNow

Job description

firstPRO is now accepting resumes for a Helpdesk Manager in Boston, MA. This is a contract to hire position

Position Summary

The Manager, Desktop Support oversees the day‑to‑day operations, staff performance, and service delivery of the Desktop Support team across sites. This role ensures the reliable operation of end‑user technologies—including desktops, laptops, peripherals, mobile devices, and enterprise applications—while providing exceptional customer service in a fast‑paced clinical, research, and administrative environment.

The Manager leads a team of technicians and support specialists, driving operational excellence, standardization, compliance, and continuous improvement.

Key Responsibilities

Leadership & Staff Management

• Supervise, mentor, and support a team of Desktop Support Technicians and generalists.
• Conduct regular 1:1s, performance evaluations, career development conversations, and coaching.
• Manage schedules, task assignments, staffing coverage, onboarding, and escalations.
• Foster a culture of accountability, collaboration, and customer service excellence.

Operational Management

• Oversee daily onsite support operations across assigned locations.
• Ensure timely resolution of incidents, requests, and escalated technical issues.
• Manage ticket workflow using ServiceNow, ensuring accurate documentation and SLA adherence.
• Oversee hardware lifecycle tasks: receiving, inventory, deployment, encryption, repairs, and returns.
• Coordinate major deployments and device refreshes—including Windows 11 upgrades and Intune migrations