ZipRecruiter

Log In

1

Helpdesk Manager Jobs in Dedham, MA (NOW HIRING)

Staples, Inc.

Program Mgr Social Media

Framingham, MA · On-site

We use customer data and analytics to help us understand and improve our customers' experiences ... We're looking for a Program Manager, Social Media to help manage the planning, coordination, and ...

Village Tavern

Floor Manager

Salem, MA · On-site

$22 - $30/hr

Help manage service flow, table turns, seating, and overall floor organization * Maintain cleanliness, appearance, and organization of all front-of-house areas * Communicate clearly with the kitchen ...

Dire Wolf Tavern

Assistant General Manager

Salem, MA · On-site

$65K - $70K/yr

You will be a key leader, helping to drive culture, standards, and performance. Responsibilities of the Assistant Manager Include: * Assist in the management of all front-of-house operations ...

Dire Wolf Tavern

Assistant General Manager

Salem, MA · On-site

$65K - $70K/yr

You will be a key leader, helping to drive culture, standards, and performance. Responsibilities of the Assistant Manager Include: * Assist in the management of all front-of-house operations ...

Village Tavern

Floor Manager

Salem, MA · On-site

$22 - $30/hr

Help manage service flow, table turns, seating, and overall floor organization * Maintain cleanliness, appearance, and organization of all front-of-house areas * Communicate clearly with the kitchen ...

Mastria Automotive

Sales Manager

Raynham, MA · On-site

Help manage all other aspects of the sales department * Offer assistance or direction to any customer who enters the dealership showroom or sales lot. * Assist customers in selecting a vehicle by ...

Joe Warren and Sons Co, Inc

Warehouse Helper

Norwood, MA · On-site

$20 - $27/hr

Reporting directly to the Manager of Inside Operations, this position works closely with the ... Help maintain clean, organized, and accessible warehouse and storage areas. * Report damaged ...

Joe Warren & Sons Co., Inc.

Warehouse Helper

Norwood, MA · On-site

$20 - $27/hr

Reporting directly to the Manager of Inside Operations, this position works closely with the ... Help maintain clean, organized, and accessible warehouse and storage areas. * Report damaged ...

Mastria Automotive

General Sales Manager

Raynham, MA · On-site

Help manage all other aspects of the sales department * Offer assistance or direction to any customer who enters the dealership showroom or sales lot. * Assist customers in selecting a vehicle by ...

American Furniture Rentals

Helper (56294)

Avon, MA · On-site

$19 - $20/hr

Assemble product, and or stage orders as directed by management * Wrap product with plastic wrap ... Help maintain a clean work environment. * Assist the lead driver while backing up to ensure safety.

AMERICAN FURNITURE RENTALS INC

Helper (56294)

Avon, MA · On-site

$19 - $20/hr

Assemble product, and or stage orders as directed by management * Wrap product with plastic wrap ... Help maintain a clean work environment. * Assist the lead driver while backing up to ensure safety.

Sal's Pizza

Counter Help

Boston, MA · On-site

$16 - $17/hr

Help in the kitchen when needed with folding pizza boxes, cutting pizzas, food prep, etc ... Take phone orders. * Assist with guest complaints with early intervention and notify manager on ...

Sal's Pizza

Counter Help

Boston, MA · On-site

$16 - $17/hr

Help in the kitchen when needed with folding pizza boxes, cutting pizzas, food prep, etc ... Take phone orders. * Assist with guest complaints with early intervention and notify manager on ...

Oak St. Health

Pharmacy Manager

Acton, MA · On-site

$65 - $85/hr

Pharmacy Manager We're building a world of health around every individual -- shaping a more ... Millions of times a day, we help people on their path to better health - from advising on ...

COWTOWN MATERIALS INC

Delivery Helper

Boston, MA · On-site

Ability to self-manage, show initiative, be proactive, and drive results. * Communicate ... HR@Help.SRSDistribution.com with the nature of your accommodation request and include the Business ...

Oak St. Health

Pharmacy Manager

Maynard, MA · On-site

$65 - $85/hr

Pharmacy Manager We're building a world of health around every individual -- shaping a more ... Millions of times a day, we help people on their path to better health - from advising on ...

previous page

Showing results 41-60

All JobsHelpdesk JobsHelpdesk Manager JobsHelpdesk Manager Jobs in Dedham, MA

Helpdesk Manager information

See Dedham, MA salary details

$38.5K

$86.1K

$127.9K

How much do helpdesk manager jobs pay per year?

As of Sep 2, 2026, the average yearly pay for helpdesk manager in Dedham, MA is $86,061.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,800.00 and $102,700.00 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 cities near Dedham, MA are hiring for Helpdesk Manager jobs?

Cities near Dedham, MA with the most Helpdesk Manager job openings:

Helpdesk Manager jobs near you

Contract: IT Helpdesk Engineer Level 2

PharmaEssentia U.S.A.

Burlington, MA • On-site

Temporary

Re-posted 24 days ago

Job description

About PharmaEssentia:
It's not often you get the chance to make a real impact on the lives of others, while expanding your own possibilities. You'll find that rare opportunity at PharmaEssentia. Join us, and let's transform lives, together. PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator. We are leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in the areas of hematology and oncology, with one product approved and a diversifying pipeline. We believe in the potential to improve both health and quality of life for patients with limited options today through the combination of rigorous research and innovative thinking. Founded in 2003 by a team of Taiwanese-American executives and renowned scientists from U.S. biotechnology and pharmaceutical companies, today we are listed on the Taiwan Stock Exchange (TWSE: 6446) and are expanding our global presence with operations in the U.S., Japan, Singapore, South Korea, and China, along with a world-class biologics production facility in Taichung.
Position Overview:
The IT Helpdesk Engineer Level 2 is responsible for providing advanced technical support to end users, resolving escalated IT issues, maintaining IT systems, and supporting infrastructure operations. This role acts as the escalation point for Level 1 support team and ensures timely resolution of hardware, software, network, access, and productivity tool issues.
The ideal candidate has strong troubleshooting skills, good customer service discipline, and hands-on experience supporting business users in a corporate IT environment.
This is a hybrid role with several days per week in the Burlington, MA office.
Key Responsibilities:
Technical Support
  • Provide Level 2 support for escalated incidents and service requests.
  • Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, business applications, and collaboration tools.
  • Support Windows and/or mobile devices, including user profiles, device performance, and system errors.
  • Diagnose and resolve network connectivity issues, including Wi-Fi, VPN, LAN, DNS, DHCP, and basic firewall-related problems.
  • Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications.
User Account and Access Management
  • Create, modify, disable, and troubleshoot user accounts in Active Directory, Microsoft Entra ID/Azure AD, and related systems.
  • Manage group memberships, permissions, shared mailboxes, distribution lists, and access requests.
  • Support password resets, MFA issues, SSO troubleshooting, and account lockouts.
  • Ensure access changes follow company security policies and approval processes.
Hardware and Software Support
  • Build, configure, deploy, and maintain laptops, desktops, peripherals, and mobile devices.
  • Install, update, and troubleshoot approved software applications.
  • Support endpoint management tools such as Intune or similar platforms.
  • Maintain accurate asset records and assist with equipment lifecycle management.
Incident, Request, and Problem Management
  • Log, update, prioritize, and resolve tickets in the IT service management system.
  • Escalate complex issues to Level 3 support, infrastructure, security, or vendors when required.
  • Identify recurring technical issues and recommend permanent fixes or process improvements.
  • Document troubleshooting steps, resolutions, and knowledge base articles.
Security and Compliance
  • Follow IT security policies, data protection requirements, and access control procedures.
  • Assist with endpoint security, antivirus/EDR alerts, patching, encryption, and vulnerability remediation.
  • Support onboarding and offboarding processes in coordination with HR and business teams.
  • Report suspected security incidents promptly through the proper channels.
Projects and Operational Support
  • Assist with IT projects such as device refreshes, office moves, software rollouts, system upgrades, and process improvements.
  • Provide remote and onsite support for meetings, conference rooms, AV equipment, and executive users.
  • Participate in testing, implementation, and documentation of new IT services.
  • Support business continuity and disaster recovery activities as needed.

Required Qualifications:
  • Diploma, associate degree, bachelor's degree, or equivalent experience in Information Technology, Computer Science, or a related field.
  • 2-5 years of experience in IT helpdesk, desktop support, service desk, or technical support.
  • Experience supporting Microsoft Windows, Microsoft 365, Microsoft Entra, and standard business applications.
  • Strong troubleshooting skills across hardware, software, networking, and user access issues.
  • Experience using ticketing systems such as ServiceNow, or similar.
  • Good understanding of ITIL-based incident, request, and change management processes.
  • Strong communication skills and ability to support both technical and non-technical users.

Preferred Qualifications:
  • Certifications such as:
    • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
    • Microsoft 365 Certified: Fundamentals
    • Microsoft Certified: Azure Fundamentals
    • ITIL Foundation
  • Experience with endpoint management tools such as Microsoft Intune or similar.
  • Experience supporting VPN, MFA, SSO, endpoint encryption, and remote access tools.
  • Experience in a regulated, healthcare, pharmaceutical, financial, or enterprise environment.
  • Basic scripting experience with PowerShell or similar tools.

Required Skills and Competencies:
  • Strong customer service and user-support mindset.
  • Ability to prioritize multiple incidents and requests in a fast-paced environment.
  • Strong analytical and problem-solving ability.
  • Clear documentation and knowledge-sharing skills.
  • Ability to work independently and as part of a wider IT team.
  • High attention to detail, especially with access management and security procedures.
  • Professionalism, discretion, and ability to handle confidential information.

Tools and Technologies:
The candidate should have working knowledge of several of the following:
  • Windows 10/11
  • macOS
  • iOS/Android
  • Microsoft 365
  • Microsoft Teams, Outlook, OneDrive, SharePoint
  • Active Directory
  • Microsoft Entra ID / Azure AD
  • Intune or similar endpoint management tools
  • Ticketing systems
  • Antivirus/EDR platforms
  • Printers, scanners, docking stations, and conference room equipment

Key Performance Indicators:
  • Ticket resolution time and SLA compliance.
  • First-contact or first-escalation resolution rate.
  • User satisfaction scores.
  • Quality and completeness of ticket documentation.
  • Reduction in recurring incidents.
  • Compliance with IT security and access management procedures.

Work Environment:
  • Office-based and hybrid work environment (3-5 days on site). Office locations based in Burlington and Bedford Massachusetts.
  • May require occasional after-hours support, weekend work, or on-call rotation.
  • May require lifting and moving IT equipment such as laptops, monitors, printers, and peripherals.

The expected hourly rate for this position is $40 to $50. Compensation is based on a wide range of factors including relevant skills, training, experience, education and geographical location. Market and organizational factors are also considered.
EEO Statement:
At PharmaEssentia USA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. PharmaEssentia USA believes that diversity and inclusion among our team are critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
PharmaEssentia does not accept unsolicited agency resumes. Staffing agencies should not send resumes to our HR team or to any PharmaEssentia employees. PharmaEssentia is not responsible for any fees related to unsolicited resumes from staffing agencies.
At PharmaEssentia, our goal is to treat as many people with cancer as possible. That means challenging the status quo with better science that leads to better lives. By joining our team, you will not only expand your own possibilities, but you will contribute to expanding options for people with cancer.
At PharmaEssentia, our goal is to treat as many people with cancer as possible. That means challenging the status quo with better science that leads to better lives. By joining our team, you will not only expand your own possibilities, but you will contribute to expanding options for people with cancer.
https://us.pharmaessentia.com/careers/

Apply