Help Desk Manager

  • Location: Boston, MA
  • Type: Perm (Contingency)
  • Job #35092
  • Salary: $140,000

Position Overview – Help Desk Manager:
Join an innovative tech team in the heart of Boston as a Help Desk Manager. Lead the transformation of technical support process to provide exceptional “white glove” service to users. Our client is on a mission to improve their user-to-support rep ratio from 80:1 to 40:1 and needs a dedicated manager to drive efficiency, accountability, and standards.

Compensation: $140,000.00 – $175,000.00
Location: Boston, Massachusetts 

Responsibilities as the Help Desk Manager include:

  • Managing the help desk team, overseeing both people and processes
  • Taking ownership of all issues coming through the system
  • Establishing best practices throughout the technical support process
  • Reviewing and optimizing current ticketing system processes (FreshService)
  • Creating standardized daily checklists for the team
  • Customizing and documenting system changes
  • Setting internal support priorities and hierarchy
  • Communicating changes effectively across the organization
  • Contributing to enhancing customer support by actively responding to queries and handling complaints
  • Ensuring timely and accurate customer service on a daily basis
  • Focusing on triage, prioritization, and closing of all tickets promptly

Requirements for the Help Desk Manager include:

  • Proven experience in managing help desk or technical support teams
  • Strong knowledge of Windows 10 and Windows 2016 back-end systems
  • Familiarity with FreshService ticketing system and Cloud Services, particularly O365
  • Expertise in supporting mobile devices, especially iPhones
  • Experience with A/V technologies, such as Zoom and room setups
  • Knowledge of email security systems like Proofpoint (spam)
  • Ability to develop and document technical processes
  • Excellent communication and leadership skills

Application Notice: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, Atlantic Group will keep your resume on file for future opportunities and may contact you for further discussion.

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Job ID: 35092