IT Helpdesk Manager Full-Time | IT Newburyport, MA $100,000 – $120,000 Annually
About Our Client: Our client is a designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. They are an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. Their single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants.
Our client offers a competitive benefits package, including:
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with matching contribution
- Paid time off, paid holidays, employee discounts, and more
Applicants must be authorized to work for any employer in the U.S. At this time, our client is unable to sponsor or assume sponsorship of an employment visa.
IT Helpdesk Manager – Summary: The IT Helpdesk Manager leads the IT helpdesk team, ensuring efficient resolution of technical issues and providing a seamless IT experience for all associates. This role involves managing the helpdesk team, optimizing processes, maintaining the helpdesk platform, and upholding high service levels in alignment with organizational goals.
Duties and Responsibilities:
- Lead and mentor the IT helpdesk team, including scheduling, performance evaluations, and professional development
- Oversee day-to-day helpdesk operations, ensuring timely and effective issue resolution
- Implement and maintain IT support tools and technologies, including ticketing systems and knowledge bases
- Manage helpdesk service responsibilities for computer services, phones, printers, mobile devices, software troubleshooting, and software installation
- Support routine administration of operating systems including user account creation, monitoring, security, and maintenance
- Recruit, onboard, and train helpdesk staff to build and sustain a high-performing team
- Promote a culture of customer service excellence and cross-functional collaboration
- Drive process improvement initiatives to enhance the overall user experience
- Assist IT staff with administration of email, anti-virus, helpdesk, and other applications
- Provide functional guidance and training; confer with system users regarding problem resolution
- Coordinate with IT service providers and vendors for related purchases
- Establish and manage an after-hours monitoring process; serve on-call rotation approximately one week per month
- Act as the escalation point for complex or unresolved issues
- Develop and enforce standard operating procedures (SOPs) and ensure adherence to service-level agreements (SLAs)
- Monitor and analyze helpdesk metrics and KPIs to identify trends, improve performance, and report outcomes
- Serve as the primary liaison between the helpdesk team and other departments
- Ensure compliance with company policies, standards, and security protocols
- Perform other duties as assigned
Qualifications:
- Bachelor''s degree in Information Technology or a related discipline, plus 5 years of combined experience with Microsoft desktop and network technologies — or an equivalent combination of education and experience
- Microsoft technical certifications or equivalent experience
- Proven customer service ability and orientation
- Occasional travel to meet with helpdesk team members required
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