Help Desk Manager (Cambridge)


: $63,460.00 - $94,240.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

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BK Medical is looking for an experienced Help Desk Manger to support the technical needs of BK employees. This person will be responsible for the day to day IT service needs of the company, as well as be a part of developing a high performing help desk team.


  • Provide excellent support for end users by installing hardware/software upgrades, providing complex troubleshooting and problem solving, system configuration, creating, implementing and documenting procedures and other functions to provide an effective IT Service Desk.
  • Provide support for trouble tickets relating to network system access. Provide and implement a solution that returns equipment to a fully operational state. Provide support onsite, desk-side, over the phone, or via remote access. Coordinate as necessary with the customer to provide the requested resolution.
  • Provide guidance on the use of baseline software to end-users. Maintain a web portal page for related information to keep users informed of IT news such as new software rollouts, best practices and changing guidance.
  • Follow SOPs for tracking and updating tickets. Monitor the queue for incoming tickets; contact users for any clarifications necessary.
  • Mitigate failed patches and updates. Apply updates and or patches when electronic application means do not exist.
  • Coordinate with vendors as required to accomplish assigned work.
  • Position will require after hours support in certain circumstances where emergency repairs are needed or when there are disruptive changes or repairs that would need to be scheduled in off hours. On-site and/or remote support depending on the project.
  • Other duties as assigned.


  • Bachelors Degree
  • 7-10 years of experience providing technical support, preferably in a professional services Help Desk environment.
  • Previous supervisory work experience leading IT technology and support teams.
  • Strong PC, Windows and applications knowledge. Previous experience working with document management software, time entry software, PDF manipulation software, and document comparison software preferred.
  • Strong leadership and time management skills.
  • Industry standard certifications in IT management strongly preferred.
  • Must have breadth and depth of IT knowledge that includes understanding of Microsoft operating systems and desktop architecture.
  • Ability to maintain a high level of flexibility and to learn and support new applications.
  • Excellent analytical, troubleshooting and problem-solving skills

Associated topics: client, deskside, network, service, support, support analyst, systems administrator, technical support specialist, technician, technician iv * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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