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Manager Help Desk Analyst Jobs in Massachusetts (NOW HIRING)

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 ...

Veolia Environnement SA

Senior Help Desk Analyst

Boston, MA · On-site

$22.25 - $30.25/hr

The Senior, Helpdesk Analyst position plays a key role in providing technical support to the Veolia ... Report any support trends to the IT Operations Manager as they happen. * Research and testing of ...

Veolia Environnement SA

Senior Help Desk Analyst

Boston, MA · On-site

$22.25 - $30.25/hr

The Senior, Helpdesk Analyst position plays a key role in providing technical support to the Veolia ... Report any support trends to the IT Operations Manager as they happen. * Research and testing of ...

Veolia

Sr. Help Desk Analyst

Boston, MA

$22.25 - $30.25/hr

The Senior, Helpdesk Analyst position plays a key role in providing technical support to the Veolia ... Report any support trends to the IT Operations Manager as they happen. * Research and testing of ...

TEKsystems

Help Desk Supervisor

Boston, MA · On-site

$40 - $45/hr

Help Desk Supervisor Location: On-Site Position Overview We are seeking an experienced Help Desk ... SLA Management * Performance Metrics & Reporting * Dashboard Analysis * Knowledge Base ...

Cognex

Help Desk Technician

Natick, MA · Hybrid

$29 - $44/hr

... analyze it to make sense of what's being seen. We are passionate about building and sustaining an ... Manages and maintains existing platforms, including upgrades and renewals. Assists in the ...

Cognex Corporation

Help Desk Technician

Natick, MA · On-site

$29 - $44/hr

... analyze it to make sense of what's being seen. We are passionate about building and sustaining an ... Manages and maintains existing platforms, including upgrades and renewals. Assists in the ...

1872 Consulting

Help Desk Specialist

Boston, MA · Hybrid

Help Desk Specialist Boston, MA - Onsite 3 days per week Role Summary: This position is a high ... This position will provide support to employees of the Firm's computer systems by analyzing and ...

1872 Consulting

Help Desk Specialist

Boston, MA · Hybrid

Help Desk Specialist Boston, MA - Onsite 3 days per week Role Summary: This position is a high ... This position will provide support to employees of the Firm's computer systems by analyzing and ...

Werfen

Deal Desk Analyst

Bedford, MA · On-site

$80K - $100K/yr

The Deal Desk Analyst is responsible for supporting deal processing with a defined set of sales ... Management has the discretion of substituting relevant work experience for a degree and/or making ...

Werfenlife SA.

Deal Desk Analyst

Bedford, MA · On-site

$80 - $100/hr

The Deal Desk Analyst is responsible for supporting deal processing with a defined set of sales ... Management has the discretion of substituting relevant work experience for a degree and/or making ...

Werfen

Deal Desk Analyst

Bedford, MA · On-site

$80K - $100K/yr

The Deal Desk Analyst is responsible for supporting deal processing with a defined set of sales ... Management has the discretion of substituting relevant work experience for a degree and/or making ...

Werfen

Deal Desk Analyst

Bedford, MA · On-site

$80 - $100/hr

The Deal Desk Analyst is responsible for supporting deal processing with a defined set of sales ... Management has the discretion of substituting relevant work experience for a degree and/or making ...

Werfen

Deal Desk Analyst

Bedford, MA · On-site

$80K - $100K/yr

The Deal Desk Analyst is responsible for supporting deal processing with a defined set of sales ... Management has the discretion of substituting relevant work experience for a degree and/or making ...

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Manager Help Desk Analyst information

What does a manager help desk analyst do?

A Manager Help Desk Analyst oversees the help desk team responsible for providing technical support to users within an organization. Their duties include managing support ticket workflows, training and supervising help desk staff, analyzing support data to improve processes, and ensuring customer satisfaction. They also develop and implement policies, coordinate with other IT departments, and resolve complex or escalated technical issues. The role requires strong leadership, communication, and problem-solving skills.

What are some common challenges faced by a manager help desk analyst, and how can they effectively address them?

Manager Help Desk Analysts often encounter challenges such as balancing high ticket volumes, maintaining team motivation, and ensuring consistent service quality. To address these, it's important to implement robust ticket triage processes, provide ongoing training, and foster open communication within the team. Regular performance reviews and feedback sessions can help identify areas for improvement and professional growth. Additionally, collaborating closely with other IT departments ensures quick resolution of complex issues and smooth escalation procedures.

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

To thrive as a Manager Help Desk Analyst, you need expertise in IT troubleshooting, a solid understanding of service management principles, and experience in team leadership, often supported by a degree in information technology or a related field. Familiarity with IT service management (ITSM) tools such as ServiceNow or Jira, and certifications like ITIL, are typically expected. Strong communication, problem-solving, and organizational skills help you lead teams effectively and handle escalated issues. These competencies are critical for delivering high-quality technical support, maintaining service standards, and ensuring customer satisfaction.

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

AspectManager Help Desk AnalystHelp Desk Analyst
CertificationsITIL, CompTIA A+, HDI Support CenterCompTIA A+, HDI Support Center, Microsoft Certified
Work EnvironmentSupervisory role, team management, strategic planningFrontline support, troubleshooting, customer service
ResponsibilitiesOverseeing help desk operations, staff management, process improvementResponding to user issues, resolving technical problems, documenting tickets

The Manager Help Desk Analyst typically oversees help desk teams, manages workflows, and implements support strategies, requiring leadership skills and relevant certifications. In contrast, Help Desk Analysts focus on direct technical support and customer service. Both roles are essential in IT support, but the manager position involves higher-level oversight and coordination.

What are the most commonly searched types of Help Desk Analyst jobs in Massachusetts?

The most popular types of Help Desk Analyst jobs in Massachusetts are:

What cities in Massachusetts are hiring for Manager Help Desk Analyst jobs?

Cities in Massachusetts with the most Manager Help Desk Analyst job openings:

Manager Help Desk Analyst jobs near you

Help Desk Analyst II

Robert Half

Warren, MA • On-site

$24 - $26/hr

Temporary

Posted 23 days ago

Job description

We are looking for a Help Desk Analyst II to support employees across the corporate environment in Warren, Massachusetts. This Long-term Contract position is ideal for a hands-on IT specialist who can resolve user issues efficiently, maintain endpoint systems, and help keep business applications running smoothly. The role involves working with teams across the organization, managing support requests with accuracy, and delivering dependable technical assistance for both hardware and software needs.
Responsibilities:
• Deliver first- and second-level technical support for end users across the corporate office environment, addressing both routine and more complex workstation issues.
• Administer desktop and laptop systems by handling software installation, operating system updates, security patching, antivirus maintenance, and troubleshooting of business applications.
• Prepare and deploy operating systems using desktop imaging tools to ensure devices are configured consistently and ready for use.
• Diagnose, repair, and enhance company-issued PCs and laptops, including component replacements and performance-related upgrades.
• Log, track, and update support incidents in ServiceNow, maintaining complete and accurate case records from intake through resolution.
• Respond promptly to service requests, assess the scope of each problem, and escalate matters to advanced technical teams when additional expertise is required.
• Manage user access by creating and updating accounts, organizing security groups, and maintaining permissions for shared resources.
• Coordinate workstation setups, equipment moves, and office relocations while keeping hardware and software inventory information current.
• Collaborate with department leaders, employees, vendors, and external technical support contacts to resolve issues and maintain reliable IT service delivery.• Experience providing Tier 1 and Tier 2 help desk or desktop support in a business environment.
• Proficiency with Microsoft Windows 10 and day-to-day desktop administration tasks.
• Working knowledge of desktop imaging, operating system deployment, and endpoint patch management.
• Ability to troubleshoot hardware, software, and access-related issues for laptops and desktop computers.
• Experience using a ticketing platform such as ServiceNow to document incidents and service requests accurately.
• Familiarity with user account administration, group management, and shared resource access support.
• Strong communication skills with the ability to assist employees and coordinate effectively with technical teams and vendors.
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About Robert Half

Sourced by ZipRecruiter

Founded in 1948, Robert Half pioneered the idea of professional talent solutions to connect opportunities at great companies with highly skilled job seekers. As business needs changed, we evolved to offer specialized talent solutions for finance and accounting, technology, administrative and customer support, creative and marketing, and legal fields. In 2002, we introduced our subsidiary, Protiviti, a global independent risk consulting and internal audit service, to support companies as they faced more strategic business challenges.

Industry

Recruiting and staffing services

Company size

10,000+ Employees

Headquarters location

San Ramon, CA, US

Year founded

1948

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