Top 33 Helpdesk manager Jobs in Concord Ma

Helpdesk Manager
BGBx —Boston, MA
- $75,000 - $105,000 a year
- On call
- Hybrid work
- Office
- Microsoft Office
- 3 years
- Paid holidays
- Health insurance
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Internal IT Lead
Harbor IT —Framingham, MA
- $90,000 - $115,000 a year
- Full-time
- 5 years
- Windows
- Mentoring
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IT Helpdesk Supervisor
HealthDrive —Framingham, MA
- $54,000 - $80,000 a year
- Full-time
- Hybrid work
- Computer Science
- Mid-level
- Office
- Profit sharing
- Health insurance
1d
CRM Support Specialist
The University of Massachusetts Foundation Inc —Newton, MA
- $115,000 - $130,000 a year
- Weekends as needed
- Hybrid work
- Mid-level
- Office
- 4 years
Quick Apply
13d
IT Helpdesk and Operations Manager - Roxbury Community College
Roxbury Community College —Boston, MA
- $70,000 a year
- Full-time
- Classroom
- University
- Senior level
Senior Help Desk Analyst (Tier 2/3) - Hybrid Work Environment
RG Vanderweil.com —Boston, MA
- Full-time
- Hybrid work
- 5 years
- Windows
- Senior level
Quick Apply
Senior Manager, End User Service IT
Wave Life Sciences —Lexington, MA
- $139,000 - $187,000 a year
- Full-time
- Office
- Windows
- Bachelor's degree
- Employee stock purchase plan
- Disability insurance
Desktop Support Specialist
The CCS Companies —Norwood, MA
- $24 - $29 an hour
- Full-time
- Mid-level
- Associate's degree
Quick Apply
IT Desktop Support Manager
Teradyne —North Reading, MA
- $105,600 - $168,900 a year
- Computer science
- Computer Science
- 5 years
- Paid holidays
- Disability insurance
Team Lead, Operations Technology Systems Analytics
Tufts University —Medford, MA
- $108,200 - $162,400 a year
- 3 years
- Supervising experience
- University
Information Technology Manager
Northeast Bank —Boston, MA
- $140,000 - $160,000 a year
- Weekends as needed
- Hybrid work
- Computer science
- Computer Science
- 5 years
- Paid time off
Quick Apply
Manager, IT
Halozyme Hypercon —Boston, MA
- $116,000 - $162,000 a year
- Computer science
- Computer Science
- Inventory management
- Employee stock purchase plan
- Tuition reimbursement
Quick Apply
14d
Junior Business Technology & Automation Specialist
OLYMPIA MOVING AND STORAGE —Watertown, MA
- $45,000 - $60,000 a year
- Full-time
- Microsoft Outlook
- SharePoint
- Communication skills
- Health insurance
- Dental insurance
13d
IT Lead Support Tech - Brookline
Bournewood Health Systems —Brookline, MA
- $70,000 - $95,000 a year
- Full-time
- 5 years
- Team management
- Travel
Associate Manager, Systems Engineer, IT
Agios Pharmaceuticals —Cambridge, MA
- $94,025 - $141,038 a year
- On call
- Hybrid work
- Computer science
- Computer Science
- 5 years
- Health insurance
Field Support Technician Senior
Beth Israel Lahey Health —Charlestown, MA
- $30 - $42 an hour
- Full-time
- Oracle
- Hospital
- English
14d
Senior Field Support Technician
Beth Israel Lahey Health —Charlestown, MA
- $30 - $42 an hour
- Full-time
- Oracle
- Hospital
- English
Senior IT Manager (Boston)
Lendbuzz —Boston, MA
- $150,000 - $190,000 a year
- Full-time
- Hybrid work
- Background check
- Google Workspace
- Computer science
Quick Apply
IT Support Specialist
Ovation Workplace Services Inc —Waltham, MA
- $45,000 - $62,400 a year
- Weekends as needed
- Computer science
- Computer Science
- Mid-level
Quick Apply
IT Support Analyst - Must reside in the Boston area
Lumanity —Boston, MA
- $55,000 - $75,000 a year
- Hybrid work
- Computer science
- Microsoft Excel
- Microsoft Outlook
- Health savings account
- Paid holidays

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helpdesk manager jobs near concord ma

Helpdesk Manager

BGBx
Boston, MA

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Job Details

$75,000 - $105,000 a year

Benefits

Paid holidays
Health insurance
Paid time off
Life insurance
Retirement plan

Qualifications

Desktop computer repair
Knowledge management
Network troubleshooting
Mobile device support
IT user and group management
Data permissions
Standard Operating Procedures (SOPs) implementation
Laptop (troubleshooting support)
Customer satisfaction tracking
Hardware maintenance
Operating system updates
Metrics Reporting
Network infrastructure
User training (technical support)
Patch management
Desktop (troubleshooting support)
Computer management
SaaS platforms
Customer support ticket management
Customer service knowledge base
Hardware management
Access control management
Online help documentation
SaaS
Standard operating procedures (SOPs)
Peripheral hardware support
Ticketing system technical support
Standard operating procedures drafting

Full Job Description

About Us

At BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact. As an independent commercial solutions partner to pharmaceutical and life science companies, we bring together strategists, scientists, communicators, creatives, technologists, and data experts to tackle some of healthcare's most important challenges.

Our teams work across consulting and communications to help clients shape strategy, launch innovations, engage stakeholders, and drive meaningful results throughout the product lifecycle. The work is complex, fast-moving, and deeply connected to improving lives, creating opportunities for curious minds to make a real difference every day.

If you're energized by collaboration, inspired by innovation, and motivated by work that matters, you'll find a place to grow, contribute, and make a meaningful impact at BGBx.

Helpdesk Manager

Position Overview

The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology needs.

The Helpdesk Manager will drive service excellence, manage workflows and SLAs, and continuously improve support processes. This individual will collaborate closely with infrastructure and engineering teams to resolve complex issues, enhance system performance, and ensure alignment with broader IT strategy. Additionally, this role plays a key part in onboarding, asset management, and maintaining a seamless technology experience for employees in a fast-paced environment.

This position is a hybrid role, with expectations the individual will work 4-5 days/week on-site in our Boston office.

Role Requirements:

Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are consistently met
Act as an escalation point for complex or high-priority technical issues, coordinating with internal teams and external vendors as needed
Install, configure, and maintain end-user hardware and software, including desktops/laptops (PC & Mac), mobile devices, telephones, and peripherals
Troubleshoot Level 1 & 2 issues across hardware, software, networking, and SaaS applications
Support onboarding and offboarding processes, including device setup, system access, and employee moves
Manage user accounts, permissions, and security groups in alignment with company policies
Partner with infrastructure, network, and systems teams to resolve advanced technical issues and improve system reliability
Monitor helpdesk performance metrics (ticket volume, resolution time, customer satisfaction) and report on trends and improvements
Develop, maintain, and enhance knowledge base documentation to improve first-touch resolution and enable self-service
Establish and refine standard operating procedures (SOPs) to streamline helpdesk operations
Perform system updates, patch management, and desktop imaging to ensure security and optimal performance
Train and support end-users on hardware, software, and best practices
Ensure adherence to company security policies and relevant regulatory requirements
Participate in on-call rotation and provide support outside standard hours as needed

Preferred Qualifications:

3-5 years of experience in IT support or helpdesk roles, with at least 1-2 years in a leadership capacity
Experience managing or mentoring IT support teams in a corporate environment
Strong knowledge of operating systems (Windows, macOS), mobile platforms (iOS, Android), and common hardware
Experience with Office 365 and other cloud-based SaaS applications
Familiarity with helpdesk ticketing systems and IT service management tools
Understanding of networking fundamentals, including TCP/IP, Wi-Fi, VPN, and remote access tools (RDP)
Experience with device provisioning and configuration and endpoint management
Exposure to audio/visual and basic network infrastructure is a plus
Familiarity with ITIL or similar frameworks is a plus
Strong troubleshooting, problem-solving, and analytical skills
Excellent communication and interpersonal skills with a strong customer service orientation
Ability to prioritize and manage multiple tasks in a fast-paced environment

Salary Range: $75,000- $105,000

The salary range provided represents what a potential hire may expect to earn in this role at BGBx. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGBx.

What We Offer

At BGBx, we invest in our people because exceptional talent drives exceptional work. We provide a competitive rewards package designed to support your health, well-being, professional growth, and life outside of work.

Our benefits package typically includes health care insurance, retirement plans, generous paid time off and holidays, wellness benefits, life insurance, learning and development opportunities, and other resources that support our employees throughout their careers. Additional benefits may be available based on your location. Beyond benefits, you'll find a culture built on collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare and the people it serves.

BGBx is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.

Quick Apply

Refine Your Search

helpdesk manager jobs in concord ma

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