Help Desk Manager

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PRO is now accepting resumes for a Helpdesk Manager in Boston, MA. This is a contract to hire position

The Manager, Desktop Support oversees the day‑to‑day operations, staff performance, and service delivery of the Desktop Support team across sites. This role ensures the reliable operation of end‑user technologies—including desktops, laptops, peripherals, mobile devices, and enterprise applications—while providing exceptional customer service in a fast‑paced clinical, research, and administrative environment.

The Manager leads a team of technicians and support specialists, driving operational excellence, standardization, compliance, and continuous improvement.

• Supervise, mentor, and support a team of Desktop Support Technicians and generalists.
• Conduct regular 1:1s, performance evaluations, career development conversations, and coaching.
• Manage schedules, task assignments, staffing coverage, onboarding, and escalations.
• Foster a culture of accountability, collaboration, and customer service excellence.

• Oversee daily onsite support operations across assigned locations.
• Ensure timely resolution of incidents, requests, and escalated technical issues.
• Manage ticket workflow using Service Now, ensuring accurate documentation and SLA adherence.
• Oversee hardware lifecycle tasks: receiving, inventory, deployment, encryption, repairs, and returns.
• Coordinate major deployments and device refreshes—including Windows 11 upgrades and Intune migrations