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Helpdesk Manager Jobs in Boston, MA (NOW HIRING)

BGBx

Helpdesk Manager

Boston, MA · Hybrid

$75K - $105K/yr

Helpdesk Manager Position Overview The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology ...

BGBx

Helpdesk Manager

Boston, MA · On-site

$75K - $105K/yr

Helpdesk Manager Position Overview The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology ...

Epitec

Helpdesk Specialist

Boston, MA · On-site

$40 - $42/hr

The Helpdesk Specialist provides Tier 1 technical support and application administration for the ... Perform user account creation, deactivation, and permissions management. * Provide technical ...

ArrowCore Group

HelpDesk Analyst

Needham, MA · On-site

$22.25 - $30.50/hr

Job Title: HelpDesk Analyst Location: Needham, MA Duration: 3 Months with possible extension Job responsibilities: 1. Inventory & Assessment o Catalog all IT assets in the existing closets. o ...

Axis

IT Helpdesk Intern

Chelmsford, MA

$18/hr

By managing our helpdesk queue, you'll become a vital link between complex technology and the people who use it, turning technical hurdles into seamless workflows." What you'll do here as IT Helpdesk ...

Axis Communications AB

IT Helpdesk Intern

Chelmsford, MA · On-site

$18/hr

By managing our helpdesk queue, you'll become a vital link between complex technology and the people who use it, turning technical hurdles into seamless workflows." What you'll do here as IT Helpdesk ...

Earnix

IT Helpdesk Specialist

Boston, MA · On-site

... Manage offboarding processes for departing employees Prepare and ship laptops and equipment to ... We're looking for a talented and service-oriented IT Helpdesk Specialist to be the face of IT in ...

Earnix

IT Helpdesk Specialist

Boston, MA · On-site +1

... Manage offboarding processes for departing employees Prepare and ship laptops and equipment to ... help enforce IT security policies, handling sensitive data responsibly in line with company and ...

Best Buy

Geek Squad Installation Helper

Framingham, MA

$17.50 - $22/hr

Help manage inventory and vehicle maintenance * Provide feedback and training to store teams and assist with in-store repairs Basic qualifications * Experience actively using and learning about ...

Best Buy

Geek Squad Installation Helper

Framingham, MA · On-site

$15.04 - $21.76/hr

Help manage inventory and vehicle maintenance * Provide feedback and training to store teams and assist with in-store repairs Basic qualifications * Experience actively using and learning about ...

Best Buy

Geek Squad Installation Helper

Framingham, MA

$16.50 - $20.75/hr

Help manage inventory and vehicle maintenance * Provide feedback and training to store teams and assist with in-store repairs Basic qualifications * Experience actively using and learning about ...

MORSE Corp

IT Helpdesk Specialist

Cambridge, MA

MORSE is seeking a versatile IT Helpdesk / Cybersecurity Specialist to provide frontline technical ... Familiarity with system administration (account management, servers, virtualization, patching)

MORSE Corp

IT Helpdesk Specialist

Cambridge, MA · On-site

... management, servers, virtualization, patching) • Experience with vulnerability scanning tools and incident response processes • Strong written communication skills to create clear technical ...

MORSE Corp

IT Helpdesk Specialist

Cambridge, MA · On-site

$60K - $100K/yr

MORSE is seeking a versatile IT Helpdesk / Cybersecurity Specialist to provide frontline technical ... Familiarity with system administration (account management, servers, virtualization, patching)

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Helpdesk Manager information

See Boston, MA salary details

$40.7K

$91K

$135.3K

How much do helpdesk manager jobs pay per year?

As of Jul 31, 2026, the average yearly pay for helpdesk manager in Boston, MA is $91,020.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,700.00 and $108,600.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Helpdesk Manager, and why are they important?

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 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 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 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 are the most commonly searched types of Helpdesk jobs in Boston, MA? The most popular types of Helpdesk jobs in Boston, MA are:
What cities near Boston, MA are hiring for Helpdesk Manager jobs? Cities near Boston, MA with the most Helpdesk Manager job openings:
Helpdesk Manager jobs near you
Infographic showing various Helpdesk Manager job openings in Boston, MA as of July 2026, with employment types broken down into 87% Full Time, 8% Part Time, 4% Contract, and 1% Summer. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $91,020 per year, or $43.8 per hour.

Helpdesk Manager

BGBx

Boston, MA • Hybrid

$75K - $105K/yr

Full-time

Medical, Life, Retirement, PTO

Re-posted 10 days ago

Job description

About Us

At BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact. As an independent commercial solutions partner to pharmaceutical and life science companies, we bring together strategists, scientists, communicators, creatives, technologists, and data experts to tackle some of healthcare's most important challenges.

Our teams work across consulting and communications to help clients shape strategy, launch innovations, engage stakeholders, and drive meaningful results throughout the product lifecycle. The work is complex, fast-moving, and deeply connected to improving lives, creating opportunities for curious minds to make a real difference every day.

If you're energized by collaboration, inspired by innovation, and motivated by work that matters, you'll find a place to grow, contribute, and make a meaningful impact at BGBx.

Helpdesk Manager

Position Overview

The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology needs.

The Helpdesk Manager will drive service excellence, manage workflows and SLAs, and continuously improve support processes. This individual will collaborate closely with infrastructure and engineering teams to resolve complex issues, enhance system performance, and ensure alignment with broader IT strategy. Additionally, this role plays a key part in onboarding, asset management, and maintaining a seamless technology experience for employees in a fast-paced environment.

This position is a hybrid role, with expectations the individual will work 4-5 days/week on-site in our Boston office.

Role Requirements:

  • Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are consistently met
  • Act as an escalation point for complex or high-priority technical issues, coordinating with internal teams and external vendors as needed
  • Install, configure, and maintain end-user hardware and software, including desktops/laptops (PC & Mac), mobile devices, telephones, and peripherals
  • Troubleshoot Level 1 & 2 issues across hardware, software, networking, and SaaS applications
  • Support onboarding and offboarding processes, including device setup, system access, and employee moves
  • Manage user accounts, permissions, and security groups in alignment with company policies
  • Partner with infrastructure, network, and systems teams to resolve advanced technical issues and improve system reliability
  • Monitor helpdesk performance metrics (ticket volume, resolution time, customer satisfaction) and report on trends and improvements
  • Develop, maintain, and enhance knowledge base documentation to improve first-touch resolution and enable self-service
  • Establish and refine standard operating procedures (SOPs) to streamline helpdesk operations
  • Perform system updates, patch management, and desktop imaging to ensure security and optimal performance
  • Train and support end-users on hardware, software, and best practices
  • Ensure adherence to company security policies and relevant regulatory requirements
  • Participate in on-call rotation and provide support outside standard hours as needed

Preferred Qualifications:

  • 3-5 years of experience in IT support or helpdesk roles, with at least 1-2 years in a leadership capacity
  • Experience managing or mentoring IT support teams in a corporate environment
  • Strong knowledge of operating systems (Windows, macOS), mobile platforms (iOS, Android), and common hardware
  • Experience with Office 365 and other cloud-based SaaS applications
  • Familiarity with helpdesk ticketing systems and IT service management tools
  • Understanding of networking fundamentals, including TCP/IP, Wi-Fi, VPN, and remote access tools (RDP)
  • Experience with device provisioning and configuration and endpoint management
  • Exposure to audio/visual and basic network infrastructure is a plus
  • Familiarity with ITIL or similar frameworks is a plus
  • Strong troubleshooting, problem-solving, and analytical skills
  • Excellent communication and interpersonal skills with a strong customer service orientation
  • Ability to prioritize and manage multiple tasks in a fast-paced environment

Salary Range: $75,000- $105,000

The salary range provided represents what a potential hire may expect to earn in this role at BGBx. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGBx.

What We Offer

At BGBx, we invest in our people because exceptional talent drives exceptional work. We provide a competitive rewards package designed to support your health, well-being, professional growth, and life outside of work.

Our benefits package typically includes health care insurance, retirement plans, generous paid time off and holidays, wellness benefits, life insurance, learning and development opportunities, and other resources that support our employees throughout their careers. Additional benefits may be available based on your location. Beyond benefits, you'll find a culture built on collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare and the people it serves.

BGBx is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.