Helpdesk Manager

Helpdesk ManagerNew York, NYAt BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact. As an independent commercial solutions partner to pharmaceutical and life science companies, we bring together strategists, scientists, communicators, creatives, technologists, and data experts to tackle some of healthcare's most important challenges.Our teams work across consulting and communications to help clients shape strategy, launch innovations, engage stakeholders, and drive meaningful results throughout the product lifecycle. The work is complex, fast-moving, and deeply connected to improving lives, creating opportunities for curious minds to make a real difference every day.If you're energized by collaboration, inspired by innovation, and motivated by work that matters, you'll find a place to grow, contribute, and make a meaningful impact at BGBx.Helpdesk ManagerPosition OverviewThe Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology needs.The Helpdesk Manager will drive service excellence, manage workflows and SLAs, and continuously improve support processes. This individual will collaborate closely with infrastructure and engineering teams to resolve complex issues, enhance system performance, and ensure alignment with broader IT strategy. Additionally, this role plays a key part in onboarding, asset management, and maintaining a seamless technology experience for employees in a fast-paced environment.This position is a hybrid role, with expectations the individual will work 4-5 days/week on-site in our Midtown NYC office.Role Requirements:Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are consistently metAct as an escalation point for complex or high-priority technical issues, coordinating with internal teams and external vendors as neededInstall, configure, and maintain end-user hardware and software, including desktops/laptops (PC & Mac), mobile devices, telephones, and peripheralsTroubleshoot Level 1 & 2 issues across hardware, software, networking, and SaaS applicationsSupport onboarding and offboarding processes, including device setup, system access, and employee movesManage user accounts, permissions, and security groups in alignment with company policiesPartner with infrastructure, network, and systems teams to resolve advanced technical issues and improve system reliabilityMonitor helpdesk performance metrics (ticket volume, resolution time, customer satisfaction) and report on trends and improvementsDevelop, maintain, and enhance knowledge base documentation to improve first-touch resolution and enable self-serviceEstablish and refine standard operating procedures (SOPs) to streamline helpdesk operationsPerform system updates, patch management, and desktop imaging to ensure security and optimal performanceTrain and support end-users on hardware, software, and best practicesEnsure adherence to company security policies and relevant regulatory requirementsParticipate in on-call rotation and provide support outside standard hours as neededPreferred Qualifications:3-5 years of experience in IT support or helpdesk roles, with at least 1-2 years in a leadership capacityExperience managing or mentoring IT support teams in a corporate environmentStrong knowledge of operating systems (Windows, macOS), mobile platforms (iOS, Android), and common hardwareExperience with Office 365 and other cloud-based SaaS applicationsFamiliarity with helpdesk ticketing systems and IT service management toolsUnderstanding of networking fundamentals, including TCP/IP, Wi-Fi, VPN, and remote access tools (RDP)Experience with device provisioning and configuration and endpoint managementExposure to audio/visual and basic network infrastructure is a plusFamiliarity with ITIL or similar frameworks is a plusStrong troubleshooting, problem-solving, and analytical skillsExcellent communication and interpersonal skills with a strong customer service orientationAbility to prioritize and manage multiple tasks in a fast-paced environmentSalary Range: $75,000- $105,000BGBx is headquartered in New York City, and the salary range listed reflects the expected base compensation for this role in the New York City metropolitan area. Final compensation will be determined based on geographic location, experience, qualifications, and other job-related factors.What We OfferAt BGBx, we invest in our people because exceptional talent drives exceptional work. We provide a competitive rewards package designed to support your health, well-being, professional growth, and life outside of work.Our benefits package typically includes health care insurance, retirement plans, generous paid time off and holidays, wellness benefits, life insurance, learning and development opportunities, and other resources that support our employees throughout their careers. Additional benefits may be available based on your location. Beyond benefits, you'll find a culture built on collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare and the people it serves.BGBx is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.