Helpdesk Support Manager
Remote / Online - Candidates ideally in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-03-01
Boston, Suffolk County, Massachusetts, 02298, USA
Listing for:
R.W. Mercer Co.
Remote/Work from Home
position Listed on 2026-03-01
Job specializations:
-
IT/Tech
Systems Administrator, IT Support, Technical Support, HelpDesk/Support
Job Description & How to Apply Below
We are seeking an experienced and highly organized Helpdesk Support Manager to lead and optimize our remote IT support operations. This role is responsible for overseeing daily helpdesk activities, managing support staff, improving service delivery processes, and ensuring exceptional technical support for internal users and external clients.
The ideal candidate is a proactive leader with strong technical expertise, operational oversight experience, and a commitment to service excellence.
Applicants must reside in the United States and be legally authorized to work in the U.S.
Key Responsibilities- Lead, mentor, and manage a remote helpdesk support team
- Oversee ticket management workflows and ensure SLA (Service Level Agreement) compliance
- Monitor support performance metrics and implement continuous improvement initiatives
- Develop and maintain IT support policies, procedures, and knowledge base documentation
- Coordinate escalation processes for complex technical issues
- Collaborate with IT infrastructure, cybersecurity, and application teams
- Manage workforce scheduling to ensure adequate coverage
- Conduct performance reviews and provide coaching and development plans
- Identify automation opportunities to enhance service efficiency
- Ensure adherence to security and compliance standards
- 5+ years of IT support experience, including 2+ years in a leadership or management role
- Strong understanding of IT service management (ITSM) frameworks (e.g., ITIL)
- Experience managing ticketing systems (e.g., Service Now, Jira Service Management, Zendesk)
- Solid knowledge of Windows, macOS, Microsoft 365, networking fundamentals, and endpoint management
- Experience supporting remote and hybrid work environments
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- ITIL certification
- CompTIA Network+ or Security+
- Experience with automation and scripting (Power Shell, Python)
- Experience in a mid-size or enterprise IT environment
- Fully remote position
- Standard business hours aligned with U.S. time zones
- Occasional after-hours support oversight may be required
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