IT Help Desk Manager — Lead Support Team (Onsite)

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 for a prestigious financial services client in Boston, MA. The role blends people leadership with hands-on daily support to improve the employee tech experience.

You will supervise a team of support professionals, drive incident resolution, and collaborate with other IT teams to improve processes, training, and onboarding. The position is onsite with some flexibility for four days onsite.

Qualifications

• Experience in corporate IT support, including responsibility for supervising or leading others.
• Hands-on support with daily IT issues and employee devices.
• Strong customer service mindset with focus on timely resolution.
• Ability to organize workloads, set priorities, and follow through on issues.
• Clear communication across all levels of the organization.
• Familiarity with Windows, Microsoft 365, laptops, and collaboration tools.

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

People management

Troubleshooting

Customer service

Prioritization

Communication

Windows

Microsoft 365

Ticketing systems

IT support process

Team development

Education

Relevant education or certifications

Tools

Ticketing systems

Office productivity tools

Job description

Daley And Associates, LLC. is seeking an IT Help Desk Manager for a prestigious financial services client in Boston, MA. The role blends people leadership with hands-on daily support to improve the employee tech experience.

You will supervise a team of support professionals, drive incident resolution, and collaborate with other IT teams to improve processes, training, and onboarding. The position is onsite with some flexibility for four days onsite.