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Helpdesk Manager Jobs in Massachusetts (NOW HIRING)

PB consulting

Helpdesk Administrator

Milton, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

East Weymouth, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Winthrop, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Readville, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Melrose, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Hingham, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Auburndale, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Medfield, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Greenbush, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Whitman, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Hyde Park, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Chelsea, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Dover, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Malden, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Westwood, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Watertown, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Allston, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Newtonville, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

PB consulting

Helpdesk Administrator

Jamaica Plain, MA · On-site

This role is responsible for resolving technical issues, managing service requests, supporting end ... in Help Desk, Service Desk, Desktop Support, or Technical Support. * Experience supporting ...

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Helpdesk Manager information

See Massachusetts salary details

$41K

$91.5K

$136K

How much do helpdesk manager jobs pay per year?

As of Aug 21, 2026, the average yearly pay for helpdesk manager in Massachusetts is $91,500.00, according to ZipRecruiter salary data. Most workers in this role earn between $72,100.00 and $109,200.00 per year, depending on experience, location, and employer.

What does a helpdesk manager do?

A Helpdesk Manager oversees the daily operations of an organization's IT helpdesk or support team. They are responsible for managing staff, setting service level expectations, resolving escalated issues, and ensuring that users receive timely and effective technical support. Additionally, Helpdesk Managers often analyze support trends, implement process improvements, and coordinate with other IT departments to enhance overall service quality. Their goal is to maintain high customer satisfaction and efficient IT support operations.

What are the key skills and qualifications needed to thrive as a helpdesk manager?

To thrive as a Helpdesk Manager, you need strong IT knowledge, experience in technical support, and typically a bachelor's degree in information technology or a related field. Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk), ITIL certification, and remote support tools is common in this role. Excellent leadership, problem-solving, and communication skills help you effectively manage teams and customer interactions. These competencies ensure efficient IT support operations, high customer satisfaction, and timely resolution of technical issues.

What are some common challenges faced by helpdesk managers, and how can they be addressed?

Helpdesk Managers often face challenges such as managing high ticket volumes, ensuring timely resolution of issues, and maintaining team morale during peak periods. Effective strategies include implementing robust ticketing systems, setting clear performance metrics, and providing ongoing training to staff. Additionally, fostering open communication and regularly recognizing team achievements can help build a supportive work environment that improves both employee satisfaction and customer service quality.

What is the difference between Helpdesk Manager vs IT Support Specialist?

AspectHelpdesk ManagerIT Support Specialist
Required CredentialsBachelor's degree in IT or related field, certifications like HDI Support Center ManagerAssociate's or Bachelor's degree, certifications like CompTIA A+
Work EnvironmentOversees helpdesk teams, manages support processesProvides technical support directly to users
Employer & Industry UsageCommon in large organizations, IT departmentsFound in various industries, including corporate, healthcare, education

The Helpdesk Manager focuses on leading support teams and managing support operations, while the IT Support Specialist provides direct technical assistance to users. Both roles require technical knowledge, but the manager role emphasizes leadership and process management.

What are the most commonly searched types of Helpdesk jobs in Massachusetts?

The most popular types of Helpdesk jobs in Massachusetts are:

What cities in Massachusetts are hiring for Helpdesk Manager jobs?

Cities in Massachusetts with the most Helpdesk Manager job openings:

Helpdesk Manager jobs near you
Infographic showing various Helpdesk Manager job openings in Massachusetts as of August 2026, with employment types broken down into 100% Full Time. Highlights an 50% In-person, and 50% Hybrid job distribution, with an average salary of $91,500 per year, or $44 per hour.

Helpdesk Administrator

PB consulting

Milton, MA • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

We are seeking a Helpdesk Administrator to provide first-level technical support for corporate and retail users. The ideal candidate will have experience troubleshooting hardware, software, Windows environments, Microsoft 365, and retail technology systems. This role is responsible for resolving technical issues, managing service requests, supporting end users, and ensuring timely issue resolution while delivering excellent customer service.

Primary Responsibilities
  • Serve as the first point of contact for IT support requests from corporate and retail users.
  • Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, and business applications.
  • Provide technical support for retail technologies, including Point of Sale (POS) systems, payment terminals, barcode scanners, receipt printers, and inventory management applications.
  • Log, prioritize, track, and resolve incidents and service requests using the organization's ticketing system.
  • Escalate complex issues to appropriate technical teams while maintaining ownership and communication with end users.
  • Manage user accounts, password resets, access permissions, and onboarding/offboarding activities.
  • Install, configure, and maintain Windows operating systems, software applications, and hardware devices.
  • Assist with software deployments, system upgrades, hardware refreshes, and technology rollouts.
  • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
  • Monitor ticket queues to ensure service level agreement (SLA) compliance.
  • Provide remote support via phone, email, chat, and remote desktop tools.
  • Collaborate with infrastructure, network, security, and application support teams to resolve technical issues.
Required Qualifications
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • 2+ years of experience in Help Desk, Service Desk, Desktop Support, or Technical Support.
  • Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
  • Knowledge of Active Directory, user account administration, and password management.
  • Experience with IT service management and ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar.
  • Strong troubleshooting skills across hardware, software, and basic networking issues.
  • Excellent verbal and written communication skills.
  • Strong customer service and problem-solving abilities.
Preferred Qualifications
  • Experience supporting retail environments and store technology solutions.
  • Knowledge of POS systems, payment processing devices, barcode scanners, receipt printers, and inventory management systems.
  • Experience with Mobile Device Management (MDM) platforms.
  • Familiarity with remote support tools and endpoint management solutions.
  • ITIL Foundation certification or equivalent IT service management experience.
  • Experience supporting enterprise environments across multiple locations.

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