Helpdesk Manager

The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology needs.

The Helpdesk Manager will drive service excellence, manage workflows and SLAs, and continuously improve support processes. This individual will collaborate closely with infrastructure and engineering teams to resolve complex issues, enhance system performance, and ensure alignment with broader IT strategy. Additionally, this role plays a key part in onboarding, asset management, and maintaining a seamless technology experience for employees in a fast-paced environment.

This position is a hybrid role, with expectations the individual will work 4-5 days/week on-site in our Boston office.

Role Requirements:

• Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are consistently met
• Act as an escalation point for complex or high-priority technical issues, coordinating with internal teams and external vendors as needed
• Install, configure, and maintain end-user hardware and software, including desktops/laptops (PC & Mac), mobile devices, telephones, and peripherals
• Troubleshoot Level 1 & 2 issues across hardware, software, networking, and SaaS applications
• Support onboarding and offboarding processes, including device setup, system access, and employee moves
• Manage user accounts, permissions, and security groups in alignment with company policies
• Partner with infrastructure, network, and systems teams to resolve advanced technical issues and improve system reliability
• Monitor helpdesk performance metrics (ticket volume, resolution time, customer satisfaction) and report on trends and improvements
• Develop, maintain, and enhance knowledge base documentation to improve first-touch resolution and enable self-service
• Establish and refine standard operating procedures (SOPs) to streamline helpdesk operations
• Perform system updates, patch management, and desktop imaging to ensure security and optimal performance
• Train and support end-users on hardware, software, and best practices
• Ensure adherence to company security policies and relevant regulatory requirements
• Participate in on-call rotation and provide support outside standard hours as needed

Do you have experience in Vendor communication?, * 3-5 years of experience in IT support or helpdesk roles, with at least 1-2 years in a leadership capacity

• Experience managing or mentoring IT support teams in a corporate environment
• Strong knowledge of operating systems (Windows, macOS), mobile platforms (iOS, Android), and common hardware
• Experience with Office 365 and other cloud-based SaaS applications
• Familiarity with helpdesk ticketing systems and IT service management tools
• Understanding of networking fundamentals, including TCP/IP, Wi-Fi, VPN, and remote access tools (RDP)
• Experience with device provisioning and configuration and endpoint management
• Exposure to audio/visual and basic network infrastructure is a plus
• Familiarity with ITIL or similar frameworks is a plus
• Strong troubleshooting, problem-solving, and analytical skills
• Excellent communication and interpersonal skills with a strong customer service orientation
• Ability to prioritize and manage multiple tasks in a fast-paced environment

BGB Group is a healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services. Known for excellence and professionalism, we’re hired as strategic and creative partners by our biopharmaceutical clients to drive category/brand awareness and growth., The salary range provided represents what a potential hire may expect to earn in this role at BGB. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGB Group.

BGB Group is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.