Trinity Partners

IT Help Desk Manager - Waltham MA - Hybrid role

Waltham, MA - Headquarters, USA

Sponsorship not specifiedDetected 28 days ago

LeadershipCollaboration

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.

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.

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.

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.

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,

This listing is sourced directly from Trinity Partners's careers page and normalized into a canonical job model.