- Senior
- Ufficio in Boston
This is a full time position, day shift, Monday through Friday
About the Role:
The Helpdesk Manager is responsible for overseeing the strategic and operational direction of the Helpdesk team, ensuring the delivery of high-quality technical support services across the organization. This role provides leadership in managing day-to-day operations, developing support strategies, and driving continuous improvement initiatives that align with MSPCA-Angell’s mission and values.
The Helpdesk Manager plays a key role in optimizing service delivery, managing escalations, ensuring compliance with service level agreements (SLAs), and collaborating with IT leadership to align support operations with broader organizational goals. This position requires a proactive leader who fosters a culture of accountability, excellence, and compassionate service.
What you'll do:
Team Leadership & Development
- Participate in recruitment, onboarding and orientation activities to hire new staff
- Timely processing of employee payroll and paid time off (PTO) approvals
- Manages employee relations issues, consulting with HR as appropriate
- Maintain high visibility and daily presence to ensure optimal workflow and immediate response to emergent needs
- Lead, mentor, and manage the Helpdesk team; serve as a role model for professional conduct and uphold MSPCA’s mission and values.
- Establish clear goals and performance expectations; conduct regular performance evaluations and support professional development.
- Promote a positive, respectful, and inclusive work environment in line with MSPCA-Angell's core values.
Strategic Planning & Operations Management
- Develop and implement helpdesk strategies, policies, and best practices that ensure timely and effective support.
- Monitor and analyze helpdesk metrics to identify trends, gaps, and opportunities for service improvement.
- Oversee the documentation, approval, and standardization of all helpdesk procedures and technical workflows.
Service Delivery & Continuous Improvement
- Ensure helpdesk services meet or exceed defined SLAs and user satisfaction targets.
- Manage and resolve escalated service issues and coordinate cross-departmental solutions when necessary.
- Introduce tools and automation to increase efficiency and reduce resolution times.
Collaboration & Communication
- Serve as a liaison between the Helpdesk, IT leadership, and internal departments to ensure alignment of technology support with business needs.
- Communicate effectively with stakeholders at all levels, including providing regular updates and reports to leadership.
- Facilitate training and communication initiatives to enhance end-user understanding of systems and services.
Compensation:
This is a salaried position $90-$100k yearly
Requirements for the role:
We are looking for candidates with experience working in or supporting a mission-driven organization. Minimum 5 years of experience in a helpdesk environment, minimum 2 years in a leadership role.
Why Work With Us?
The MSPCA-Angell in Boston is one of the oldest and most respected humane organizations in the world. We offer a supportive, mission-driven environment where your work has real impact on the lives of animals and their caregivers.
Benefits include:
- Comprehensive health, dental, and life insurance
- 403(b) retirement plan with employer match
- Tuition reimbursement
- Generous paid time off (vacation, holidays, sick time)
- Free on-site parking
- Employee discounts on pet healthcare
- And the opportunity to be part of a compassionate, committed team
