Help Desk Manager

Job Title: Help Desk Manager

Job Location: Boston, MA 02210

Onsite Requirements:

• IT Manager with Finance or Law Firm Environment Experience
• White Glove Experience
• Tier 2-3 Support

Job Description:

SUMMARY:

• The Infrastructure Team delivers and maintains the underlying technical platform supporting the generalist investment team in Boston, while traveling, and in the New York, San Francisco, and Singapore offices, as well as an in-house and remote development team, and the legal, accounting, tax, and human resources departments.
• This platform encompasses Windows desktops and laptops, iPads and iPhones, Citrix and VPN remote access, a VMware environment, Azure, and Office365 applications.
• The Help Desk Manager oversees both onsite staff and an external MSP, ensuring consistent, high-quality support for all users and locations.

SUMMARY OF RESPONSIBILITIES:

• Oversee and manage the local help desk team, providing guidance on technical troubleshooting and customer service best practices.
• Ensure the team is trained on proper processes and procedures.
• Develop and maintain comprehensive knowledge base articles, runbooks, and standard operating procedures (SOPs).
• Identify and implement process improvements for efficient ticket resolution and escalation.
• Leverage scripting (e.g., PowerShell or Bash) for software deployments, Active Directory queries, and other routine tasks.
• Act as the primary point of contact for MSP resources supporting Tier 1 tickets in Boston and remote offices in San Francisco, New York, and Singapore.
• Ensure seamless handoffs of escalated tickets between internal team and MSP.
• Facilitate open communication channels.
• Provide high-touch support to executives and end-users in Boston office.
• Address user concerns or requests quickly and professionally.
• Provide specialized travel support, including secure "burner" laptops.
• Collaborate with IT leadership to assess evolving help desk needs and propose new tools or solutions.
• Track common issues to proactively recommend preventive measures.
• Stay up to date with latest technologies to continuously improve processes.

QUALIFICATIONS:

• Bachelor's degree in information technology, computer science, or related field (preferred).
• 3-5 years of experience in a help desk or technical support role, with at least 1-2 years in a leadership capacity.
• Finance industry experience is a plus.
• Proficiency with Windows environments (Active Directory, Group Policy).
• Experience with Citrix and VPN solutions for secure remote access.
• Familiarity with Microsoft 365 (Teams, SharePoint, Exchange Online) and Azure services.
• Knowledge of virtualization platforms (e.g., VMware) and basic networking concepts.
• Understanding of device management (Windows laptops/desktops, iPads, iPhones).
• Experience with a scripting language (PowerShell or Bash) a plus.
• Exceptional written and verbal communication skills, with the ability to convey technical concepts in clear, non-technical language.
• Experience in delivering a customer-centric approach.
• Ability to develop and maintain strong relationships internally and externally.
• Strong analytical skills to identify root causes and implement effective solutions.
• Ability to prioritize and adapt in a fast-paced environment, maintaining a calm, solution-focused demeanor.
  
  
• ** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **