• Corporate IT Helpdesk Manager

    Job Locations US-MA-Framingham
    Information Technology
    Regular Full-Time
  • The Company

    Pioneer of the WorkHuman movement, Globoforce makes work more human for millions of people and organizations worldwide. Today, Globoforce is the leading provider of human applications, including its award-winning Social Recognition solution. Through its WorkHuman Cloud suite of products, companies can strengthen employee performance and relationships between people and teams on a more positive, socially connected level – in tune with how work gets done today. Founded in 1999, the company is headquartered in Framingham, Mass., and Dublin, Ireland.

    The Job

    The IT Helpdesk Manager is primarily responsible for overseeing both the technical and managerial aspects of Globoforce’s (U.S.) IT department. This role is to plan, direct, and coordinate the design, installation, and connectivity of end-user computer systems and assist the corporate Infrastructure team with core applications and network infrastructure.  To help to ensure the stable operation and high security of the company’s IT assets, this includes developing, configuring, maintaining, supporting and documenting all new and existing end-user technology.  You will collaborate with all other departments, supporting their IT needs and planning future growth. This role will keep frequent communication with the Global IT team, ensuring both the U.S. and Ireland office are in alignment on all IT initiatives. This position will manage and coach an IT team of Help Desk Engineers and Administrators.


    This position reports to the Senior Corporate IT Infrastructure Manager

    Responsibilities, Skills & Qualifications


    • Manage and effectively coach/mentor a team of Help Desk Engineers and Administrators ensuring the development of the talent pool by implementing appropriate strategies and best practices in: hiring, developing technical and soft skills, one on one check-ins, priority and goal setting.
    • Ensure that all business unit requirements and requests are met in a responsive manner.
    • Design and implement short and long-term strategic plans to ensure capacity meets existing and future requirements across multiple aspects of the business
    • Develop, implement, and maintain IT policies, procedures, and associated training plans for end-user resource administration and appropriate use.
    • Practice asset management, including maintenance of component inventory, life cycle management and related documentation
    • Plan, acquire, and coordinate installation of in-house and remote hardware and software across the organization’s network
    • Implement and support core Line of Business applications
    • Research and make recommendations on best or most suitable products, services and standards.
    • Assess, approve, and administer all equipment, hardware, and software upgrades
    • Establish and maintain regular communications with key decision-makers, stakeholders, and department heads regarding critical IT activities
    • Maintain open communication and frequent contact with the Global Corporate IT team
    • Inform Users and departments of upcoming projects, planned maintenance windows and outages.
    • Manage operational costs; conduct near and long-term financial forecasts for expanded functionality/user base
    • Oversee the administration of user accounts/permissions/access rights
    • Travel up to 10%




    • 5+ years of relevant IT work experience
    • 2+ years successful leadership of a Corporate IT team.
    • Detailed knowledge of service and application delivery, as well as successful service level agreement accomplishments.
    • Positive attitude with a strong emphasis on being a team player
    • Relationship building capabilities; ability to partner closely with internal stakeholders
    • Excellent customer service skills
    • Knowledge and experience of ITIL/agile and other IT methodologies
    • Advanced knowledge of Office 365 suite applications
    • Experience in interpreting the applicability of local and federal laws/regulations (including PCI, data privacy practices and laws) to company operations.
    • Hands-on experience troubleshooting hardware such as servers, routers, switches, end-user equipment
    • Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles.
    • Exceptional detail orientation, project management, interpersonal, and problem-solving skills


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