IT Help Desk Manager - Waltham MA

Position Summary

Reporting to the US Associate Director of IT, the Helpdesk Manager leads the firm’s US‑based end‑user support function and is responsible for the delivery and continuous improvement of IT services supporting employees globally. The ideal candidate is a strong people leader who can advance ITSM maturity, improve the end‑user experience, and scale service delivery through effective processes, automation, and platform optimization.

This position is based out of Trinity’s Waltham, MA location.

• Lead, coach, and develop a high-performing Helpdesk team through clear expectations, regular feedback, and hands‑on support.
• Foster a culture of accountability, service excellence, and continuous improvement.
• Create and maintain career development plans to support skill growth and internal mobility.
• Establish standardized processes, documentation standards, and ongoing training across the team.

• Own the end-to-end service delivery model for end‑user support, with a strong focus on service quality, consistency, and user experience.
• Drive improvements in ticket quality, including clear ownership, thorough documentation, effective work notes, and smooth ticket handoffs.
• Lead initiatives to reduce ticket volume through AI, automation and self‑service.
• Define, manage, and evolve the Service Now roadmap to support scalable, well‑governed ITSM operations.
• Establish, monitor, and enforce SLA’s, KPIs, and operational metrics that balance speed, quality, and customer satisfaction.

• Take ownership of the end‑user technology experience.
• Oversee and continually enhance enterprise device management and endpoint lifecycle strategy.
• Partner closely with Cyber Security and Infrastructure teams to ensure compliant and secure endpoints.
• Own the continuous improvement of onboarding and offboarding processes, regularly evaluating effectiveness and consistency across the employee lifecycle.

• Act as a liaison between the Helpdesk and other IT teams to ensure effective escalation and collaboration.
• Standardize service intake, triage, and fulfillment processes across support functions.
• Partner with business stakeholders to align support services with organizational needs and expectations.

• Improved SLA performance, ticket quality, and user satisfaction.
• Reduced ticket volume through better processes, AI, and knowledge management.
  
  Mature, well‑adopted ITSM practices supported by Service Now.
• A high performing, engaged, and continuously improving Helpdesk team.
• A seamless and consistent end‑user support experience.

Education: Bachelor’s degree in computer science required.

• 7+ years of experience in IT support or end‑user services within a mid‑to‑large enterprise environment
• 3+ years of experience leading or managing a help desk or service desk function, including people management, process ownership, and operational accountability
• This is a hybrid role. Please keep in mind that the final candidate must be available to work from the Waltham, MA office as required.

• Strong working knowledge of ITSM concepts and Service Now (or comparable platforms), including workflows, SLAs, reporting, and continuous improvement
• Experience overseeing enterprise device management and endpoint strategies (e.g., Jamf, Microsoft Intune, or similar tools)
• Solid understanding of Microsoft 365 services and end‑user productivity platforms
• Knowledge of endpoint security, identity, and access management principles
• Understanding of networking fundamentals relevant to end‑user support environments
• Experience leading incident reviews, identifying root causes, and driving preventative improvements

Trinity’s salary bands account for a wide range of factors that are considered in making compensation decisions including but not limited to skill sets and market demand for skills; level of experience and training; specific qualifications, performance, time in role/company, geographic location, and other business and organizational needs. A reasonable estimate of…