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

Location: On-Site

We are seeking an experienced Help Desk Supervisor to lead a team of technical support professionals in a fast-paced IT environment. This role is responsible for overseeing daily help desk operations, ensuring service level agreements (SLAs) are met, coaching and mentoring technicians, analyzing performance metrics, and driving continuous service improvement.

The ideal candidate will have a strong help desk or service desk experience, excellent leadership skills, and a passion for delivering exceptional customer service. Experience supporting healthcare environments is highly preferred.

• Supervise daily help desk and service desk operations to ensure efficient and timely resolution of support requests.
• Monitor team performance and enforce adherence to established SLAs and service standards.
• Coach, mentor, evaluate, and develop help desk technicians to improve technical performance and customer service delivery.
• Review dashboards, reports, and operational metrics to identify trends, measure performance, and implement process improvements.
• Manage ticket queues and ensure proper prioritization, escalation, and resolution of incidents and service requests.
• Develop, maintain, and improve knowledge base articles, procedures, and support documentation.
• Conduct performance reviews and provide ongoing feedback to team members.
• Partner with leadership to identify opportunities for operational efficiencies and service enhancements.
• Support customer escalations and serve as a point of contact for high-priority issues.
• Present operational updates and performance metrics to leadership and stakeholders.
• Promote a customer-first culture focused on responsiveness, professionalism, and service excellence.
• Evaluate and implement automation opportunities and AI-driven tools to improve support operations and productivity.

• Previous experience in a Help Desk, Service Desk, or Technical Support environment.
• Experience leading, supervising, or mentoring technical support teams.
• Strong understanding of IT service management principles and SLA compliance.
• Experience analyzing operational data, dashboards, and performance reports.
• Ability to identify trends and make data-driven recommendations for improvement.
• Experience maintaining technical documentation and knowledge management resources.
• Strong problem-solving, organizational, and decision-making skills.
• Excellent verbal and written communication skills.

• Experience in a healthcare IT environment.
• Knowledge of desktop support and field support operations.
• Experience with Active Directory administration.
• Familiarity with IT service management tools and ticketing systems.
• Experience with workflow automation and AI-enabled support tools.
• Knowledge of continuous improvement methodologies and operational best practices.

• Help Desk Operations
• Service Desk Management
• Team Leadership & Coaching
• SLA Management
• Performance Metrics & Reporting
• Dashboard Analysis
• Knowledge Base Administration
• Desktop Support
• Field Support Operations
• Active Directory
• IT Service Management (ITSM)
• Customer Service Excellence
• Process Improvement
• AI & Automation Tools (Preferred)

The successful candidate will demonstrate:

• Strong leadership and mentoring abilities
• A highly customer-focused approach
• Excellent interpersonal and communication skills
• The ability to thrive in a fast-paced, multitasking environment
• Confidence interacting with executives and upper leadership
• Strong organizational and analytical capabilities
• A proactive mindset focused on continuous improvement and team development

• Fast-paced, collaborative team environment
• Hands-on leadership role with a mix of operational oversight and team development
• Opportunity to influence service delivery, process improvements, and support strategy
• Growth-oriented organization utilizing modern technologies and innovative support practices

Related Titles: Help Desk Supervisor, Service Desk Supervisor, Service Desk Manager, Help Desk Manager, IT Support Supervisor, Technical Support Supervisor, End User Support Manager, Service Delivery Supervisor.

This is a Contract to Hire position based out of Boston, MA.

The pay range for this position is $40.00 - $45.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Boston,MA.

This position is anticipated to close on Aug 24, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.