Position SummaryReporting 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
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 a minimum of $110,000. In addition to your base salary, you will also be eligible for an annual discretionary performance bonus.
