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Help Desk Manager Jobs in Amherst, MA (NOW HIRING)

Westfield Bank

Help Desk Technician I (FT)

Westfield, MA · On-site

$22.79 - $34.18/hr

Some Travel Reports To: IT, Help Desk Manager Positions Supervised: N/A POSITION SUMMARY The Level 1 Help Desk Technician serves as the first point of contact for employees seeking technical ...

Westfield Bank

Help Desk Technician I (FT)

Westfield, MA

$21 - $28.25/hr

Some Travel Reports To: IT, Help Desk Manager Positions Supervised: N/A POSITION SUMMARY The Level 1 Help Desk Technician serves as the first point of contact for employees seeking technical ...

NuAxis Innovations

Help Desk Support Technician

Hadley, MA · On-site

$19.25 - $26/hr

We are currently seeking a Help Desk Support Technician for a Full-Time position. Overview NuAxis ... Manage incidents through ticketing systems Support antivirus/security protocols and endpoint ...

NuAxis Innovations

Help Desk Support Technician

Hadley, MA

$19.25 - $26/hr

We are currently seeking a Help Desk Support Technician for a Full-Time position. Overview NuAxis ... Manage incidents through ticketing systems * Support antivirus/security protocols and endpoint ...

NuAxis LLC

Help Desk Support Technician

Hadley, MA · On-site

$19.25 - $26/hr

We are currently seeking a Help Desk Support Technician for a Full-Time position. Overview NuAxis ... Manage incidents through ticketing systems * Support antivirsecurity protocols and endpoint ...

Robert Half

Help Desk Analyst II

Warren, MA · On-site

$24 - $26/hr

We are looking for a Help Desk Analyst II to support employees across the corporate environment in ... The role involves working with teams across the organization, managing support requests with ...

NuAxis Innovations

Help Desk Support Technician

Hadley, MA · On-site

$19.25 - $26/hr

They are currently seeking a Help Desk Support Technician to provide frontline IT support in a fast ... • Manage incidents through ticketing systems • Support antivirus/security protocols and ...

Durez Corp

IT Help Desk Technician

Springfield, MA · On-site

$51K - $64K/yr

Other duties as assigned or directed by management Knowledge, Skills & Abilities: The individual ... Help Desk Technician or other customer support role preferred * Solid experience in MS Office ...

Hatfield Rally House

Front Desk Welcome Staff

Hatfield, MA · On-site

$14.25 - $18.25/hr

As Front Desk Staff, you'll be the first point of contact for members and guests ... You'll help manage daily check-ins, answer inquiries, handle reservations, and support the overall ...

BEST FITNESS

FRONT DESK ASSOCIATE

Springfield, MA

$15 - $16/hr

Our top-tier management team all started right here at the front desk, so you know the ... helping you reach your goals every step of the way. What You'll Do: As a Part-time Front Desk ...

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Help Desk Manager information

See Amherst, MA salary details

$36.9K

$82.5K

$122.6K

How much do help desk manager jobs pay per year?

As of Aug 21, 2026, the average yearly pay for help desk manager in Amherst, MA is $82,514.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,000.00 and $98,500.00 per year, depending on experience, location, and employer.

What does a help desk manager do?

A Help Desk Manager oversees the support team responsible for assisting users with technical issues, ensuring efficient and effective IT service delivery. They manage daily operations, coordinate with other departments, implement support processes, and monitor ticket resolution to maintain high customer satisfaction. Additionally, Help Desk Managers train staff, manage performance, and analyze support data to improve service quality.

What does a help desk manager do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a help desk manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.

How does a help desk manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

What is the difference between Help Desk Manager vs Help Desk Technician?

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

More about Help Desk Manager jobs

What are the most commonly searched types of Help Desk jobs in Amherst, MA?

The most popular types of Help Desk jobs in Amherst, MA are:

What job categories do people searching Help Desk Manager jobs in Amherst, MA look for?

The top searched job categories for Help Desk Manager jobs in Amherst, MA are:

What cities near Amherst, MA are hiring for Help Desk Manager jobs?

Cities near Amherst, MA with the most Help Desk Manager job openings:

Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Amherst, MA as of August 2026, with employment types broken down into 1% As Needed, 68% Full Time, 27% Part Time, and 4% Contract. Highlights an 88% Physical, 1% Hybrid, and 11% Remote job distribution, with an average salary of $82,514 per year, or $39.7 per hour.

Help Desk Technician I (FT)

Westfield Bank

Westfield, MA • On-site

$22.79 - $34.18/hr

Full-time

Posted 11 days ago

Job description

Job Title: Help Desk Technician I
Department: Information Technology
Job Status: Full Time
FLSA Status: Non-Exempt
Grade: 8
Amount of Travel: Some Travel
Reports To: IT, Help Desk Manager
Positions Supervised: N/A
POSITION SUMMARY
The Level 1 Help Desk Technician serves as the first point of contact for employees seeking technical assistance and support. This position is responsible for providing exceptional customer service while resolving routine hardware, software, network, telecommunications, and application issues. The technician will document incidents, fulfill service requests, escalate complex issues when appropriate, and contribute to maintaining a secure and compliant technology environment. The technician will also assist in the testing and implementation of software, hardware or procedures to support bank goals and objectives and will complete, monitor and report on the status of recurring tasks, as well as provide regular and preventative maintenance for bank systems.
ESSENTIAL FUNCTIONS
  • Assist users with Microsoft Windows, Microsoft 365, Teams, Outlook, SharePoint, and applications.
  • Respond to user requests for assistance. Provide 1st level support and triage on all calls. Escalate to senior team members as appropriate.
  • Monitor and follow up on unresolved tickets to ensure satisfactory resolution.
  • Update tickets/knowledge base with actions taken for resolution and status through closure.
  • Support the achievement of Help Desk service level objectives and customer satisfaction.
  • Install, configure, and maintain workstation hardware, software, and peripherals.
  • Configure and deploy technologies to support on/off boarding needs for new or changed employees.
  • Monitor event logs and status of various cyber controls to ensure optimal performance.
  • Participate in after-hours support or on-call rotations when scheduled or otherwise required.
  • Must adhere to and maintain bank systems consistent with bank standards, procedures, policies, best practices and regulations.
  • Must complete BSA, AML, and other Regulatory and Continuing Education as assigned. Performs additional duties as requested.

POSITION QUALIFICATIONS
Competencies
  • Adaptability/Flexibility
  • Analytical Skills
  • Initiative
  • Organizational Skills
  • Problem Solving

Education/Experience/Skills & Abilities
  • High School Diploma, G.E.D required. Associate or bachelor's degree (or actively pursuing) and/or certifications in IT or Cybersecurity such as Security+, Network+, Microsoft Certifications, etc. desired.
  • Help desk support and ticketing software experience preferred.
  • Windows 11, Microsoft Office, 365 and email experience preferred.
  • PC / Laptop management/configuration/troubleshooting experience preferred.
  • Apple iPhone, iPad and Mobile Device Management knowledge.
  • Triage copier/printer and other peripheral hardware issues.
  • Antivirus, vulnerability patching and cybersecurity controls.
  • Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
  • User access controls management (Active Directory, Share Permissions).
  • Endpoint security tools management/troubleshooting. Audio/Video System Management/Troubleshooting.

PHYSICAL DEMANDS
Physical Demands
Lift/Carry
Stand Occasionally
10 lbs or less Occasionally
Walk Frequently
11 - 20 lbs Occasionally
Sit Constantly
21 - 50 lbs Occasionally
Handling/Fingering Occasionally
51 - 100 lbs Not Applicable
Reach Outward Occasionally
Over 100 lbs Not Applicable
Reach Above Shoulder Occasionally
Push/Pull
Climb Not Applicable
12 lbs or less Occasionally
Crawl Not Applicable
13 - 25 lbs Occasionally
Squat or Kneel Not Applicable
26 - 40lbs Occasionally
Bend Not Applicable
41 - 100 lbs Not Applicable
N (Not Applicable) Activity is not applicable to this occupation.
O (Occasionally) Occupation requires this activity up to 33% of the time (0-2.5+ hrs/day)
F (Frequently) Occupation requires this activity from 33%-66% of the time (2.5-5.5+ hrs/day)
C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
Other Physical Requirements
None
Westfield Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
JOB CODE: 1000939

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