Trinity Partners
IT Help Desk Manager - Waltham MA - Hybrid role
Waltham, MA - Headquarters, USA · Senior
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About the role
- The ideal candidate is a strong people leader who can advance ITSM maturity, improve the end‑user experience, and scale service delivery through effective processes, automation, and platform optimization.
- This position is based out of Trinity's Waltham, MA location.
Responsibilities
- Lead, coach, and develop a high-performing Helpdesk team through clear expectations, regular feedback, and hands-on support.
- Create and maintain career development plans to support skill growth and internal mobility.
- Own the end-to-end service delivery model for end-user support, with a strong focus on service quality, consistency, and user experience.
- Drive improvements in ticket quality, including clear ownership, thorough documentation, effective work notes, and smooth ticket handoffs.
- Lead initiatives to reduce ticket volume through AI, automation and self-service.
- Define, manage, and evolve the ServiceNow roadmap to support scalable, well-governed ITSM operations.
Requirements
- 7+ years of experience in IT support or end‑user services within a mid‑to‑large enterprise environment
- 3+ years of experience leading or managing a help desk or service desk function, including people management, process ownership, and operational accountability
- Please keep in mind that the final candidate must be available to work from the Waltham, MA office as required.
- Bachelor's degree in computer science required.
Skills
- Experience overseeing enterprise device management and endpoint strategies (e.g., Jamf, Microsoft Intune, or similar tools)
- Solid understanding of Microsoft 365 services and end‑user productivity platforms
- Knowledge of endpoint security, identity, and access management principles
- Experience leading incident reviews, identifying root causes, and driving preventative improvements
- About Trinity
- level of experience and training
- Trinity's Commitment to Inclusion & Engagement (I&E)
- Trinity powers the future of life sciences commercialization through the fusion of human and artificial intelligence.
- For more information, visit Trinity at www.trinitylifesciences.com.
- A reasonable estimate of the current salary range is a minimum of $110,000.
- Trinity Life Sciences is an equal opportunities employer and welcome applications from all qualified individuals.
- Trinity will not tolerate any form of discrimination or harassment and encourages applicants of all ages and identities.
Compensation
- Trinity's salary bands account for a wide range of factors that are considered in making compensation decisions including but not limited to skill sets and market demand for skills; level of experience and training; specific qualifications,
Company info
- At Trinity, inclusion and engagement are at the heart of how we work and grow together.
This listing is sourced directly from Trinity Partners's careers page and normalized into a canonical job model.