IT Help Desk Manager – Leadership & Service Excellence

The Village Bank; Newton (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

The Village Bank is seeking an IT Help Desk Manager to lead the Help Desk team, ensuring high-quality service and timely resolution of incidents and service requests across the bank’s hybrid tech environment.

You will oversee administration activities, support Microsoft 365 and VDI, and collaborate with colleagues to drive service improvements while maintaining strong relationships with vendors and internal stakeholders.

Qualifications

• Bachelor's degree required with 3+ years related IT/help desk experience or equivalent.
• Strong knowledge of Windows environments, networking concepts, and end-user computing.
• Experience with banking software and enterprise collaboration tools is preferred.

Responsibilities

• Lead and supervise Help Desk staff including scheduling and coaching.
• Maintain and improve Help Desk procedures, documentation, and end-user instructions.
• Manage incidents, service requests, and user administration activities across the Bank.
• Oversee Active Directory, Entra ID, and Microsoft 365 support for end users.
• Coordinate with vendors and internal teams on technology initiatives and outages.

Skills

Operating systems

Networking

Banking systems

End-user applications

Education

Bachelor's degree

Tools

Windows Server

VMware

Desktop Imaging

Job description

The Village Bank is seeking an IT Help Desk Manager to lead the Help Desk team, ensuring high-quality service and timely resolution of incidents and service requests across the bank’s hybrid tech environment.

You will oversee administration activities, support Microsoft 365 and VDI, and collaborate with colleagues to drive service improvements while maintaining strong relationships with vendors and internal stakeholders.