IT Help Desk Manager

Jobtailor; Waltham (MA); On-site; USD 95,000 - 130,000; Full time

Job summary

Jobtailor seeks an experienced IT End-User Support Lead in the United States to head the firm’s US-based end-user support function and drive delivery of IT services to employees worldwide. You will coach a high-performing Helpdesk, own the service delivery model, and push for ticket quality, documentation, and strong SLA/KPI governance.

Ideal candidates have 7+ years in IT support, 3+ years in leadership, and solid experience with ITSM, Jamf/Intune, and Microsoft 365.

Qualifications

• Bachelor's degree in computer science required.
• 7+ years in IT support or end-user services in a large environment.
• 3+ years leading a help desk or service desk with people management.
• Strong ITSM knowledge, including SLA management and reporting.
• Experience with enterprise device management (Jamf/Intune) and endpoint security basics.
• Proficient with Microsoft 365 and end-user productivity tools.
• Familiarity with networking fundamentals.

Responsibilities

• Lead the US-based end-user support function and report to the US Associate Director of IT.
• Deliver and continuously improve IT services supporting employees globally.
• Coach and develop a high-performing Helpdesk team with clear expectations and feedback.
• Own the end-to-end service delivery model for end-user support, focusing on quality and user experience.
• Drive improvements in ticket quality, ownership, and documentation.
• Establish, monitor, and enforce SLAs, KPIs, and operational metrics balancing speed and customer satisfaction.

Skills

End-user support

ITSM

Leadership

ServiceNow

Incident management

Documentation

KPI/metrics

Endpoint management

Microsoft 365

Networking basics

Education

Bachelor's degree in computer science

Tools

ServiceNow

Jamf

Microsoft Intune

Microsoft 365

Job description

Responsibilities

• Reporting to the US Associate Director of IT, leads the firm’s US‑based end‑user support function.
• Responsible for the delivery and continuous improvement of IT services supporting employees globally.
• Lead, coach, and develop a high‑performing Helpdesk team through clear expectations, regular feedback, and hands‑on support.
• Own the end‑to‑end service delivery model for end‑user support, focusing on service quality, consistency, and user experience.
• Drive improvements in ticket quality, including clear ownership, thorough documentation, effective work notes, and smooth ticket handoffs.
• Establish, monitor, and enforce SLA’s, KPIs, and operational metrics that balance speed, quality, and customer satisfaction.

Qualifications

• Bachelor’s degree in computer science required.
• 7+ years of experience in IT support or end‑user services within a mid‑to‑large enterprise environment.
• 3+ years of experience leading or managing a help desk or service desk function, including people management, process ownership, and operational accountability.
• Strong working knowledge of ITSM concepts and ServiceNow (or comparable platforms), including workflows, SLAs, reporting, and continuous improvement.
• Experience overseeing enterprise device management and endpoint strategies (e.g., Jamf, Microsoft Intune, or similar tools).
• Solid understanding of Microsoft 365 services and end‑user productivity platforms.
• Knowledge of endpoint security, identity, and access management principles.
• Understanding of networking fundamentals relevant to end‑user support environments.
• Experience leading incident reviews, identifying root causes, and driving preventative improvements.