Helpdesk Manager

4 weeks ago


Cambridge, Massachusetts, United States BlackTree Technical Group, Inc. Full time
Job Title: Help Desk Manager

We are seeking a highly skilled and experienced Help Desk Manager to lead our IT support team. The ideal candidate will have a strong technical background, excellent leadership skills, and the ability to effectively manage and mentor a team of technical support specialists.

Key Responsibilities:

  • Oversee the daily operations of the IT helpdesk, ensuring support tickets are resolved efficiently and within established service-level agreements (SLAs).
  • Manage and monitor helpdesk performance metrics, driving continuous improvements to reduce response times and increase service quality.
  • Provide technical and security support for hardware, network, and software troubleshooting, focusing on basic to intermediate server maintenance tasks.
  • Collaborate with our MSP to assist in the occasional maintenance of firewalls and manage network modifications for switches, routers, and firewalls to ensure network performance optimization.
  • Perform server maintenance, manage on-premise and cloud services, and utilize Microsoft Intune for device management and security.

Qualifications:

  • Technical Proficiency and Expertise: Deep understanding of computer systems, mobile devices, and a broad range of tech products with a focus on secure configurations.
  • Comprehensive IT Knowledge: Expertise in both on-premise and cloud services, including Active Directory (AD) and Entra; experience with Microsoft Intune for secure device management.
  • Required Experience: 5-7 years of IT support experience, MSP Experience is a strong plus.

About BlackTree Technical Group:

BlackTree Technical Group is a full-service staffing and recruitment firm with over 40 years of industry experience. Our team consists of an experienced group of Senior Technical Recruiters and Account Managers who pride themselves on their technical knowledge, innovative sourcing strategies, and long-standing record of proven results for both clients and job-seekers.


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