firstPRO, Inc · 3 days ago
Help Desk Manager
Boston, MA
Contract
Onsite
Mid, Senior LevelfirstPRO, Inc is now accepting resumes for a Helpdesk Manager. This role oversees the day-to-day operations of the Desktop Support team, ensuring reliable operation of end-user technologies and exceptional customer service. The Manager leads a team of technicians, driving operational excellence and continuous improvement.
Professional ServicesRecruitingStaffing Agency
Responsibilities
Supervise, mentor, and support a team of Desktop Support Technicians and generalists
Conduct regular 1:1s, performance evaluations, career development conversations, and coaching
Manage schedules, task assignments, staffing coverage, onboarding, and escalations
Foster a culture of accountability, collaboration, and customer service excellence
Oversee daily onsite support operations across assigned locations
Ensure timely resolution of incidents, requests, and escalated technical issues
Manage ticket workflow using ServiceNow, ensuring accurate documentation and SLA adherence
Oversee hardware lifecycle tasks: receiving, inventory, deployment, encryption, repairs, and returns
Coordinate major deployments and device refreshes—including Windows 11 upgrades and Intune migrations
Qualification
Required
Experience in managing a team of Desktop Support Technicians and generalists
Ability to conduct regular 1:1s, performance evaluations, career development conversations, and coaching
Experience in managing schedules, task assignments, staffing coverage, onboarding, and escalations
Proven ability to foster a culture of accountability, collaboration, and customer service excellence
Experience overseeing daily onsite support operations across assigned locations
Ability to ensure timely resolution of incidents, requests, and escalated technical issues
Experience managing ticket workflow using ServiceNow, ensuring accurate documentation and SLA adherence
Knowledge of hardware lifecycle tasks: receiving, inventory, deployment, encryption, repairs, and returns
Experience coordinating major deployments and device refreshes—including Windows 11 upgrades and Intune migrations
Company
firstPRO, Inc
firstPRO provides talent delivery strategies that attack critical gaps surrounding today's modern workforce.
Founded in 1986
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
April Nagel
CEO firstPRO, Inc.
Phil Nagel
CEO
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