UFP Technologies · 6 days ago
Information Technology Help Desk Manager
Newburyport, MA
Full-time
Hybrid
Senior Level
$100K/yr - $120K/yr
5+ years expUFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices and packaging. They are seeking an IT Helpdesk Manager to lead the helpdesk team, ensuring efficient resolution of technical issues and providing a seamless IT experience for associates while optimizing processes and maintaining high service levels.
Health CareManufacturingMedical Device
No H1B
Responsibilities
Leads and mentors the IT helpdesk team, including scheduling, performance evaluations, and professional development
Oversees operations of the IT helpdesk, ensuring timely and effective issue resolution
Implements and maintains IT support tools and technologies, such as ticketing systems and knowledge bases
Manages all helpdesk service responsibilities associated with computer services, phones, printers, mobile devices, software troubleshooting, and software installation
Supports routine administration of operating systems including user account creation, monitoring, security and maintenance
Recruits, onboards, and trains helpdesk staff to establish and maintain a high-performing team
Promotes a culture of customer service excellence and collaboration
Leads process improvement to improve the user experience
Assists other IT staff with administration of e-mail, anti-virus, helpdesk and other applications
Provides functional guidance, training and confers with system users regarding problem resolution
Coordinates with IT service providers and suppliers for related purchases
Resources a process to monitor the helpdesk after hours. Depending on the severity of the issue, enable resolving the issue after hours including being on call typically one week per month in the off hours
Acts as an escalation point of complex or unresolved issues
Develops and enforces standard operating procedures (SOPs) and ensures adherence to service-level agreements (SLAs)
Monitors and analyzes helpdesk metrics and KPIs to identify trends, improve performance, and report outcomes
Continuously assesses and improves helpdesk processes to enhance efficiency and service quality
Serves as the primary liaison between the helpdesk team and other departments
Ensures compliance with company policies, standards, and security protocols
Performs all other duties as assigned or needed
Qualification
Required
Bachelor's degree in information technology or related discipline, and 5 years combined experience with Microsoft desktop and network technologies, or equivalent combination of education and experience
Microsoft technical certifications or equivalent experience
Proven customer service ability and orientation
Occasional travel to meet with helpdesk team members is required
Benefits
Medical, Dental, Vision, Life, Disability Insurance
401K with a matching contribution
Paid time off
Paid holidays
Employee discounts
Company
UFP Technologies
UFP Technologies is a designer and custom manufacturer of medical devices, sterile packaging, and engineered custom products.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1993-12-23IPO
Leadership Team
Mitchell Rock
President
Recent News
The Motley Fool
2026-01-22
2025-12-12
UFP Technologies, Inc.
2025-12-02
Company data provided by crunchbase