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Ref No.: 17-03675
Location: Westborough, Massachusetts
This position will be responsible for the supervision, support, training and development of the IT Help Desk Team. The primary focus will be to create and supervise team work processes that will boost the level of productivity and efficiency, enhance excellence in communication and monitor the level of service delivery. In addition to working closely with the business and internal IT teams, identifying, developing and supporting necessary technical solutions within the Help Desk group.

ESSENTIAL JOB FUNCTIONS: include the following and other duties may be assigned as needed.

Oversee Help Desk requests, incidents and problems
Lead, motivate and guide the members of the Help Desk team to maintain the highest level of performance
Coordinate urgent requests, acting as an escalation point for support issues when necessary
Analyze problem and request trends and data to eradicate most common problems
Monitors staff activities and progress and coordinates completion of scheduled activities and projects
Report and escalate to management as needed
Escalate issues timely to next tier support if support team is unable to address the issue directly
Review publications and industry documents to remain current on principles, practices, and new developments in assigned work areas
Coach staff in translating technical solutions into user friendly language suitable for users with limited experience with information technology
Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling Help Desk related issues
Responsible for maintaining “Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes
Maintain and promote a professional leadership relationship with all departments within the company’s internal and external organization to achieve optimal performance, compliance and problem resolution
Assist in the on boarding of new Help Desk associates and conducting performance reviews
Reviews and approves e-time punches prior to submitting for payroll processing. Reviews and approves time off request forms and schedule time off based on staffing demands
Drive the Help Desk team and instill a customer service culture
Work as project lead for all service desk related projects, maintaining project plans and providing regular updates
Research emerging IT technologies and recommend technology solutions
Work with cross-functional teams to provide and integrate IT processes and procedures that can deliver quick problem resolution for our end users
Assist in authoring and maintaining documentation for the Help Desk to ensure Help Desk procedures are being followed by all technicians
Serves as a member of the Help Desk team to augment staffing as required, including afterhours
Other duties as assigned by management


Supervises Help Desk associates in all roles.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Five + years of related technical and managerial experience in a help desk environment
Bachelor’s Degree, preferably in Computer Sciences
Fundamental knowledge and understanding of ITIL framework, ITIL Certification a plus
Fundamental understanding of networking, including TCP/IP, DNS and DHCP
Intermediate to advanced proficiency level of the latest version or its most immediate predecessor of Windows 10, Microsoft Office Suite and Active Directory
Additional requirements (include experience and knowledge of the following):

MS Office Suite, 2007 to 2013
Active Directory
Microsoft Exchange
IE, Firefox and Chrome
Windows 8.1 / 10 Operating Systems
Remote access – VPN
Desktop and laptop computers / Imaging
Install and support of PC hardware and peripherals
Basic, smartphones and hand held tablets
Other Applications (a plus):
Citrix, XenApps and XenDesktop
Wyse Terminals
Anti-Virus software
Help Desk ticketing software
Call Center phone and management systems

Strong leadership skills
Task and time management skills
Analytical and problem solving skills
Strong commitment to customer support
Established ability and desire to learn Corporate, Division and Location-specific applications, technology, and terminology
Competency in call center tracking tools and promotes best practices
Prior experience supporting customers in use of application software
Ability to take a leadership role in IT Incident escalations
Proven management and decision making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and maintaining project schedule
Ability to manage multiple high priority initiatives in a fast paced highly technical environment


Ability to read and interpret documents such as operating instructions and procedure manuals.
Ability to write simple reports and business correspondence.
Ability to effectively present information and respond to questions from managers, vendors, & other employees.


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to calculate rates, discounts, interest, commissions, percentages, etc.
Ability to apply concepts such as fractions, percentages, & ratios to practical situations


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.