IT Help Desk Manager: Lead Hybrid Support

ADP, Inc.; Newton (MA); On-site; USD 80,000 - 110,000; Full time

Job summary

Village Bank seeks an experienced Help Desk Manager in Newton, MA to lead the IT Help Desk, ensuring service standards and high-quality support for end users across the bank's hybrid environment.

The role requires strong leadership, excellent customer service and technical skills, with responsibility for incident management, Active Directory, Microsoft 365 and VDI, plus coordination with vendors and HR for user provisioning.

Qualifications

• Bachelor's degree and 3+ years in IT or banking-related work.
• Experience leading Help Desk teams and driving service improvements.
• Strong communication, customer service, and leadership abilities.

Responsibilities

• Supervise Help Desk personnel including scheduling, workload management, performance management, coaching.
• Review, analyze, create, and maintain Help Desk procedures and end-user instructions.
• Provide oversight of incidents, service requests, and technology issues to ensure timely resolution.
• Maintain knowledge of software and end-user technologies used across the Bank.
• Coordinate with HR and managers for user setups and access changes.
• Support Active Directory, Microsoft Entra ID, Microsoft 365, MFA and related IAM technologies.
• Support and maintain Microsoft 365 services and collaboration tools.
• Assist with VDI and desktop image management, provisioning, and troubleshooting.
• Coordinate with vendors and internal teams to resolve issues and support initiatives.

Skills

Leadership

Customer service

Communication

Technical skills

Education

Bachelor's degree in IT or related field

Tools

Active Directory

Microsoft Entra ID

Microsoft 365

VDI

Job description

Village Bank seeks an experienced Help Desk Manager in Newton, MA to lead the IT Help Desk, ensuring service standards and high-quality support for end users across the bank's hybrid environment.

The role requires strong leadership, excellent customer service and technical skills, with responsibility for incident management, Active Directory, Microsoft 365 and VDI, plus coordination with vendors and HR for user provisioning.