Lead Helpdesk Manager

The IT Infrastructure Team delivers and maintains the underlying technical platform supporting the team in Boston along with 3 peripheral office locations as well as an in-house and remote development team, and the legal, accounting, tax, and human resources departments. This platform encompasses Windows desktops and laptops, iPads and iPhones, Citrix and VPN remote access, a VMware environment, Azure, and Office365 applications. The Help Desk Manager oversees both onsite staff and an external MSP, ensuring consistent, high-quality support for all users and locations.
SUMMARY OF RESPONSIBILITIES:

• Oversee and manage the local help desk team, providing guidance on technical troubleshooting and customer service best practices. Ensure the team is trained on proper processes and procedures.
• Develop and maintain comprehensive knowledge base articles, runbooks, and standard operating procedures (SOPs).
• Identify and implement process improvements for efficient ticket resolution and escalation.
• Leverage scripting (e.g., PowerShell or Bash) for software deployments, Active Directory queries, and other routine tasks.
• Act as the primary point of contact for MSP resources supporting Tier 1 tickets in Boston and remote office locations. Ensure seamless handoffs of escalated tickets between internal team and MSP. Facilitate open communication channels.
• Provide high-touch support to executives and end-users in Boston office
• Address user concerns or requests quickly and professionally
• Provide specialized travel support, including secure burner laptops
• Collaborate with IT leadership to assess evolving help desk needs and propose new tools or solutions.
• Track common issues to proactively recommend preventive measures.
• Stay up to date with latest technologies to continuously improve processes

QUALIFICATIONS:

• Bachelor s degree in information technology, computer science, or related field (preferred).
• 10+ years of experience in a help desk or technical support role, with at least 1 2 years in a leadership capacity.
• Finance industry experience is a plus.
• Proficiency with Windows environments (Active Directory, Group Policy)
• Experience with Citrix and VPN solutions for secure remote access
• Familiarity with Microsoft 365 (Teams, SharePoint, Exchange Online) and Azure services
• Knowledge of virtualization platforms (e.g., VMware) and basic networking concepts
• Understanding of device management (Windows laptops/desktops, iPads, iPhones)
• Experience with a scripting language (PowerShell or Bash) a plus
• Exceptional written and verbal communication skills
• Experience in delivering a customer-centric approach
• Ability to develop and maintain strong relationships internally and externally
• Strong analytical skills to identify root causes and implement effective solutions