IT Help Desk Manager

Boston, NH - USA

Yearly Salary: $ 90 - 100

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

This is a full time position day shift Monday through Friday

About the Role:

The Helpdesk Manager is responsible for overseeing the strategic and operational direction of the Helpdesk team ensuring the delivery of high-quality technical support services across the organization. This role provides leadership in managing day-to-day operations developing support strategies and driving continuous improvement initiatives that align with MSPCA-Angells mission and values.

The Helpdesk Manager plays a key role in optimizing service delivery managing escalations ensuring compliance with service level agreements (SLAs) and collaborating with IT leadership to align support operations with broader organizational goals. This position requires a proactive leader who fosters a culture of accountability excellence and compassionate service.

What youll do:

Team Leadership & Development

Participate in recruitment onboarding and orientation activities to hire new staff
Timely processing of employee payroll and paid time off (PTO) approvals
Manages employee relations issues consulting with HR as appropriate
Maintain high visibility and daily presence to ensure optimal workflow and immediate response to emergent needs
Lead mentor and manage the Helpdesk team; serve as a role model for professional conduct and uphold MSPCAs mission and values.
Establish clear goals and performance expectations; conduct regular performance evaluations and support professional development.
Promote a positive respectful and inclusive work environment in line with MSPCA-Angells core values.

Strategic Planning & Operations Management

Develop and implement helpdesk strategies policies and best practices that ensure timely and effective support.
Monitor and analyze helpdesk metrics to identify trends gaps and opportunities for service improvement.
Oversee the documentation approval and standardization of all helpdesk procedures and technical workflows.

Service Delivery & Continuous Improvement

Ensure helpdesk services meet or exceed defined SLAs and user satisfaction targets.
Manage and resolve escalated service issues and coordinate cross-departmental solutions when necessary.
Introduce tools and automation to increase efficiency and reduce resolution times.

Collaboration & Communication

Serve as a liaison between the Helpdesk IT leadership and internal departments to ensure alignment of technology support with business needs.
Communicate effectively with stakeholders at all levels including providing regular updates and reports to leadership.
Facilitate training and communication initiatives to enhance end-user understanding of systems and services.

Compensation:

This is a salaried position $90-$100k yearly

Requirements for the role:

We are looking for candidates with experience working in or supporting a mission-driven organization. Minimum 5 years of experience in a helpdesk environment minimum 2 years in a leadership role. Applicants must include a resume and cover letter in order to be considered for the role.

Why Work With Us

The MSPCA-Angell in Boston is one of the oldest and most respected humane organizations in the world. We offer a supportive mission-driven environment where your work has real impact on the lives of animals and their caregivers.

Benefits include:

Comprehensive health dental and life insurance
403(b) retirement plan with employer match
Tuition reimbursement
Generous paid time off (vacation holidays sick time)
Free on-site parking
Employee discounts on pet healthcare
And the opportunity to be part of a compassionate committed team

Required Experience:

Manager

This is a full time position day shift Monday through FridayAbout the Role:The Helpdesk Manager is responsible for overseeing the strategic and operational direction of the Helpdesk team ensuring the delivery of high-quality technical support services across the organization. This role provides lead...