IT Help Desk Manager

Trinity Life Sciences

IT Help Desk Manager leading the US end-user support function for Trinity Life Sciences. Overseeing IT service delivery and driving continuous improvement in employee support processes.

Posted 6/22/2026full-timeWaltham • Massachusetts • 🇺🇸 United StatesSeniorLead💰 $110,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMJamfServiceNow

About the role

Key responsibilities & impact

Reporting to the US Associate Director of IT, leads the firm’s US‑based end‑user support function.
Responsible for the delivery and continuous improvement of IT services supporting employees globally.
Lead, coach, and develop a high-performing Helpdesk team through clear expectations, regular feedback, and hands-on support.
Own the end-to-end service delivery model for end-user support, focusing on service quality, consistency, and user experience.
Drive improvements in ticket quality, including clear ownership, thorough documentation, effective work notes, and smooth ticket handoffs.
Establish, monitor, and enforce SLA’s, KPIs, and operational metrics that balance speed, quality, and customer satisfaction.

Requirements

What you’ll need

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
Strong working knowledge of ITSM concepts and ServiceNow (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.

Benefits

Comp & perks

Annual discretionary performance bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supportend-user servicesITSM conceptsServiceNowenterprise device managementendpoint strategiesMicrosoft 365endpoint securityidentity managementnetworking fundamentals

Soft Skills

leadershipcoachingteam developmentcommunicationcustomer satisfactionprocess ownershipoperational accountabilityfeedbackservice qualityuser experience