Technology Helpdesk & Support Manager (MA)
Technology Helpdesk & Support Manager
Are you a proactive leader ready to scale a high-performing technical team? We are seeking a Technology Helpdesk & Support Manager to oversee a robust helpdesk operation for a growing, multi-state organization. This is a direct-hire role for a “driver” who thrives in fast-paced environments and values mentorship.
The Role
You will lead a team of 20+ technicians, ensuring seamless technical support across several East Coast hubs. Your mission is to balance tactical daily operations with strategic process improvements.
Key Responsibilities
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Team Leadership: Supervise, mentor, and manage schedules for a large-scale support staff.
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Operational Excellence: Enforce SLAs, manage ticket queues, and serve as the final escalation point for critical technical hurdles.
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Process Improvement: Identify recurring system trends to implement root-cause fixes and maintain a comprehensive SOP knowledge base.
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Strategic Growth: Oversee staff onboarding/training and coordinate with cross-functional IT departments to align support with business scaling.
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Reporting: Deliver performance dashboards and trends to executive leadership.
Requirements
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Leadership: 1+ years in a Management role (hiring, performance reviews, etc.) plus 5+ years in general IT support operations.
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Technical Depth: Strong grasp of networking, hardware, and remote support tools; experience with data reconciliation and technical input/export management.
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Soft Skills: A consultative approach to mentorship combined with a high sense of urgency.
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Logistics: Ability to travel (~20% overnight) to regional sites in the Mid-Atlantic and Northeast, as well as day trips
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Compliance: Must pass a background check and drug screen (excluding MJ). U.S. Work Authorization required (no sponsorship).
Compensation & Perks
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Target Salary: $100k – $135k + Performance Bonus.
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Benefits: Stock awards, 401(k) matching, flex time, and paid professional development.
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Location: Based southwest of Boston, with regional oversight