IT Help Desk Manager - Waltham MA - Hybrid role

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Position Summary

Reporting to the US Associate Director of IT, the Helpdesk Manager leads the firm’s US‑based end‑user support function and is responsible for the delivery and continuous improvement of IT services supporting employees globally.

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.  

Key Responsibilities:

Leadership & Team Development

• Lead, coach, and develop a high-performing Helpdesk team through clear expectations, regular feedback, and hands-on support.
• Foster a culture of accountability, service excellence, and continuous improvement.
• Create and maintain career development plans to support skill growth and internal mobility.
• Establish standardized processes, documentation standards, and ongoing training across the team.

Service Delivery & ITSM Ownership

• 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.
• Establish, monitor, and enforce SLA’s, KPIs, and operational metrics that balance speed, quality, and customer satisfaction.

End User Experience & Endpoint Strategy

• Take ownership of the end-user technology experience.
• Oversee and continually enhance enterprise device management and endpoint lifecycle strategy.
• Partner closely with Cyber Security and Infrastructure teams to ensure compliant and secure endpoints.
• Own the continuous improvement of onboarding and offboarding processes, regularly evaluating effectiveness and consistency across the employee lifecycle.

Cross-Functional Partnership

• Act as a liaison between the Helpdesk and other IT teams to ensure effective escalation and collaboration.
• Standardize service intake, triage, and fulfillment processes across support functions.
• Partner with business stakeholders to align support services with organizational needs and expectations.

What Success Looks Like

• Improved SLA performance, ticket quality, and user satisfaction.
• Reduced ticket volume through better processes, AI, and knowledge management.
• Mature, well-adopted ITSM practices supported by ServiceNow.
• A high performing, engaged, and continuously improving Helpdesk team.
• A seamless and consistent end-user support experience.

Requirements: 

Education: Bachelor’s degree in computer science required.

Work Experience:

• 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
• This is a hybrid role. Please keep in mind that the final candidate must be available to work from the Waltham, MA office as required.

Technical Skills:

• Strong working knowledge of ITSM concepts and ServiceNow (or comparable platforms), including workflows, SLAs, reporting, and continuous improvement
• 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
• Understanding of networking fundamentals relevant to end‑user support environments
• Experience leading incident reviews, identifying root causes, and driving preventative improvements

About Trinity

Trinity powers the future of life sciences commercialization through the fusion of human and artificial intelligence. By blending deep therapeutic expertise and trusted human ingenuity with a purpose-built technology platform, Trinity accelerates clarity and confidence at every step of the commercialization journey—from pre-launch to scale to loss of exclusivity. For more than 30 years, the world’s leading pharmaceutical, biotech, and medtech companies have relied on Trinity’s foresight, execution, and partnership to deliver confident product launches, decisive market advantage, and measurable patient impact. During that time, Trinity expanded from its first office in Waltham, MA to 1,300 professionals across 14 offices and five continents, setting new industry standards in quality, responsiveness, and client partnership. For more information, visit Trinity at www.trinitylifesciences.com.

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, performance, time in role/company, geographic location, and other business and organizational needs. A reasonable estimate of the current salary range is $96,000-$144,000. In addition to your base salary, you will also be eligible for an annual discretionary performance bonus.

Trinity’s Commitment to Inclusion & Engagement (I&E)
Trinity Life Sciences is an equal opportunities employer and welcome applications from all qualified individuals. At Trinity, inclusion and engagement are at the heart of how we work and grow together. We’ve evolved from a traditional “DEI” framework to Inclusion & Engagement (I&E)—a model that moves beyond representation to focus on connection, collaboration, and shared purpose. Every role at Trinity plays a part in fostering an environment where all employees feel valued, respected, and empowered to contribute fully. By embedding I&E principles into our culture, we ensure that belonging and engagement are not standalone initiatives—they are part of how we build teams, make decisions, and deliver excellence every day. Trinity will not tolerate any form of discrimination or harassment and encourages applicants of all ages and identities. For more information about Trinity’s commitment to Inclusion and Engagement please visit Inclusion & Engagement | Culture of Belonging at Trinity Life Sciences.