IT Help Desk Manager — Lead, Coach & Onsite Support (Boston)

Daley And Associates, LLC; Boston (MA); On-site; USD 120,000 - 150,000; Full time

Job summary

Daley And Associates, LLC is seeking an IT Help Desk Manager in Boston, MA to oversee employee technology support and lead a team of support professionals. The role combines people management with hands-on involvement in daily support activities to improve the overall user experience.

The successful candidate will help employees resolve technology issues, develop team members, and drive service improvements across the organization. This is an onsite position with potential for four days onsite.

Qualifications

• Experience in corporate IT support, including responsibility for supervising or leading others.
• Hands-on troubleshooting and a strong customer-service focus.
• Ability to organize workloads, set priorities, and follow through on outstanding issues.
• Clear communication skills and confidence working with employees at different levels of an organization.
• Experience supporting common workplace technologies, including Windows, Microsoft 365, laptops, and collaboration tools.
• Ability to develop team members and build productive relationships across departments.
• Familiarity with support ticketing platforms and IT support processes.
• Relevant education, certifications, or equivalent professional experience.

Responsibilities

• Manage daily IT support activities and ensure employee requests receive appropriate attention.
• Coach and develop support staff through regular feedback, guidance, and performance management.
• Assist with escalated issues and keep employees informed throughout the resolution process.
• Review support trends and recommend practical improvements to processes, documentation, and training.
• Coordinate employee technology needs, including onboarding, equipment changes, and troubleshooting.
• Work with other technology teams and external providers to resolve issues and support business needs.
• Help maintain reliable, consistent support for workplace devices and business productivity tools.
• Participate in technology projects and communicate changes to affected employees.

Skills

Supervising teams

Troubleshooting

Customer service

Workload prioritization

Clear communication

Team development

Cross-functional collaboration

IT support processes

Ticketing systems

Education

Relevant education or certifications

Tools

Windows

Microsoft 365

Laptops

Collaboration tools

Job description

Daley And Associates, LLC is seeking an IT Help Desk Manager in Boston, MA to oversee employee technology support and lead a team of support professionals. The role combines people management with hands-on involvement in daily support activities to improve the overall user experience.

The successful candidate will help employees resolve technology issues, develop team members, and drive service improvements across the organization. This is an onsite position with potential for four days onsite.