Title: Helpdesk Manager Location: Boston, MA Job Description: BGB Group Our Agency BGB Group is a healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services. Known for excellence and professionalism, we’re hired as strategic and creative partners by our biopharmaceutical clients to drive category/brand awareness and growth. Position Overview The 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. Role Requirements: - Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are consistently met - Act as an escalation point for complex or high-priority technical issues, coordinating with internal teams and external vendors as needed - Install, configure, and maintain end-user hardware and software, including desktops/laptops (PC & Mac), mobile devices, telephones, and peripherals - Troubleshoot Level 1 & 2 issues across hardware, software, networking, and SaaS applications - Support onboarding and offboarding processes, including device setup, system access, and employee moves - Manage user accounts, permissions, and security groups in alignment with company policies - Partner with infrastructure, network, and systems teams to resolve advanced technical issues and improve system reliability - Monitor helpdesk performance metrics (ticket volume, resolution time, customer satisfaction) and report on trends and improvements - Develop, maintain, and enhance knowledge base documentation to improve first-touch resolution and enable self-service - Establish and refine standard operating procedures (SOPs) to streamline helpdesk operations - Perform system updates, patch management, and desktop imaging to ensure security and optimal performance - Train and support end-users on hardware, software, and best practices - Ensure adherence to company security policies and relevant regulatory requirements - Participate in on-call rotation and provide support outside standard hours as needed Preferred Qualifications: - 3-5 years of experience in IT support or helpdesk roles, with at least 1-2 years in a leadership capacity - Experience managing or mentoring IT support teams in a corporate environment - Strong knowledge of operating systems (Windows, macOS), mobile platforms (iOS, Android), and common hardware - Experience with Office 365 and other cloud-based SaaS applications - Familiarity with helpdesk ticketing systems and IT service management tools - Understanding of networking fundamentals, including TCP/IP, Wi-Fi, VPN, and remote access tools (RDP) - Experience with device provisioning and configuration and endpoint management - Exposure to audio/visual and basic network infrastructure is a plus - Familiarity with ITIL or similar frameworks is a plus - Strong troubleshooting, problem-solving, and analytical skills - Excellent communication and interpersonal skills with a strong customer service orientation - Ability to prioritize and manage multiple tasks in a fast-paced environment Salary Range: $75,000- $105,000 BGB Group 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. This position may be performed remotely within the United States. For candidates located outside the New York City area, compensation will be adjusted to reflect the applicable market for the employee’s primary work location. Final compensation will be determined based on geographic location, experience, qualifications, and other job-related factors. BGB Group 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.

Du willst nicht nur Systeme verwalten, sondern sie wirklich besser machen? Dann bist du bei uns genau richtig. Die best data GmbH ist ein dynamisches IT-Unternehmen im Finanzdienstleistungssektor. Wir entwickeln smarte, pragmatische Lösungen und sorgen dafür, dass IT einfach funktioniert – stabil, sicher und effizient. In dieser Rolle übernimmst du Verantwortung für unsere Cloud- und Netzwerkumgebung und bringst deine Ideen aktiv ein. Bei uns gestaltest du nicht nur Prozesse – du verbesserst sie nachhaltig. Aufgaben - Betrieb, Weiterentwicklung und Absicherung unserer Cloud-Infrastruktur (Microsoft Azure) - Aufbau und Optimierung von Netzwerkarchitekturen (z. B. Hub-Spoke) - Verwaltung und Konfiguration von Firewalls (NVA) - Umsetzung moderner Sicherheitskonzepte auf Cloud-Ebene - Analyse und Optimierung bestehender IT-Prozesse - Enge Zusammenarbeit mit internen Teams zur kontinuierlichen Verbesserung Qualifikation Must-have: - Erfahrung mit Cloud-Netzwerken (idealerweise Azure, Hub-Spoke) - Know-how im Umgang mit Firewalls / Network Virtual Appliances (z. B. Fortinet oder Barracuda) - Erfahrung im Bereich Cloud Security, insbesondere: - Conditional Access - Privileged Access Management (PAM) - Microsoft Defender - Gute Kenntnisse in der Administration von Microsoft Cloud Services Nice-to-have: - Erfahrung in der Architektur von Cloud-Umgebungen - Kenntnisse in Microsoft Purview - Erfahrung mit SharePoint - Erfahrung mit Microsoft Intune Benefits - Remote-orientiertes Arbeiten mit hoher Flexibilität - 30 Tage Urlaub für echte Erholung - Steuerfreie Sachbezugskarte als monatlicher Zusatzbonus - Flexible Arbeitszeiten ohne starre Strukturen - Viel Gestaltungsspielraum in einer modernen Cloud-Umgebung - Verantwortung statt Micromanagement - Direkte Kommunikation und schnelle Entscheidungen - Individuelle Weiterbildung, z. B. Azure-Zertifizierungen - Ein pragmatisches, kollegiales Team mit Hands-on-Mentalität Wir freuen uns über deine Bewerbung und darauf, dich kennenzulernen. Vielleicht bist genau du die Person, die unsere IT auf das nächste Level bringt.

Job Title: IT Support Specialist (Remote, 1099 Contractor) Location: Fully Remote Job Type: (Approx. 20 hours per week, 1099 Contractor) Key Responsibilities: - Technical Support & Ticket Management - - Manage and respond to IT support tickets in a timely manner. - Provide remote technical assistance to staff, resolving hardware, software, and access issues. - Support users on platforms including Charm (EHR), Rippling (HRIS), Google Workspace, and Slack. - Troubleshoot system issues such as login/access problems, app integration errors, and connectivity concerns. - System Setup & Maintenance - - Configure new user accounts and ensure secure access across systems. - Maintain software updates and system settings for performance and security. - Assist with device setup and remote configuration (Windows and/or Mac). - Security & Compliance - - Maintain HIPAA-compliant data security across all systems and devices used by staff and contractors. - Implement and monitor multi-factor authentication (MFA), strong password protocols, and role-based access controls (RBAC). - Ensure all devices connecting to company systems meet security requirements, including antivirus protection, disk encryption, and automatic updates. - Regularly review and update user permissions to prevent unauthorized access to PHI (Protected Health Information). - Assist with incident response procedures, including documenting and escalating potential breaches or security threats. - Conduct periodic security audits, identify vulnerabilities, and recommend system improvements. - Partner with leadership to maintain a culture of security awareness, including providing user guidance and reinforcing best practices. - Investigate the need for additional security such as VPN service. - Platform Support - - Provide technical guidance and documentation to help staff use key tools effectively. - Coordinate with vendors or platform support teams as needed to resolve escalated issues. - Process Improvement - - Recommend and implement workflow or IT infrastructure improvements. - Document common solutions and create internal guides for staff. - Performs other related duties as assigned or required to support organizational needs. Preferred Skills and Qualifications - Proven experience in IT support, technical helpdesk, or similar roles - Strong familiarity with Google Workspace, Slack, and cloud-based software environments - Experience managing user access and troubleshooting issues in SaaS platforms - Working knowledge of HIPAA compliance and remote work security best practices - Experience supporting healthcare or telehealth platforms (Charm EHR experience highly preferred) - Familiarity with Rippling or similar HR/payroll systems - Ability to manage multiple tasks and priorities in a fast-paced environment - Demonstrated ability to lead and support staff with varying levels of technical expertise, with patience and clear communication - Excellent communication skills and the ability to explain technical concepts clearly to non-technical users - Self-motivated, with strong organizational and time management skills - CompTIA A+, Network+, or Security+ certification (a plus)

Role Description Du willst nicht nur Systeme verwalten, sondern sie wirklich besser machen? Dann bist du bei uns genau richtig. In dieser Rolle übernimmst du Verantwortung für unsere Cloud- und Netzwerkumgebung und bringst deine Ideen aktiv ein. Bei uns gestaltest du nicht nur Prozesse – du verbesserst sie nachhaltig. - Betrieb, Weiterentwicklung und Absicherung unserer Cloud-Infrastruktur (Microsoft Azure) - Aufbau und Optimierung von Netzwerkarchitekturen (z. B. Hub-Spoke) - Verwaltung und Konfiguration von Firewalls (NVA) - Umsetzung moderner Sicherheitskonzepte auf Cloud-Ebene - Analyse und Optimierung bestehender IT-Prozesse - Enge Zusammenarbeit mit internen Teams zur kontinuierlichen Verbesserung Qualifications - Must-have: - Erfahrung mit Cloud-Netzwerken (idealerweise Azure, Hub-Spoke) - Know-how im Umgang mit Firewalls / Network Virtual Appliances (z. B. Fortinet oder Barracuda) - Erfahrung im Bereich Cloud Security, insbesondere: - Conditional Access - Privileged Access Management (PAM) - Microsoft Defender - Gute Kenntnisse in der Administration von Microsoft Cloud Services - Nice-to-have: - Erfahrung in der Architektur von Cloud-Umgebungen - Kenntnisse in Microsoft Purview - Erfahrung mit SharePoint - Erfahrung mit Microsoft Intune Benefits - Remote-orientiertes Arbeiten mit hoher Flexibilität - 30 Tage Urlaub für echte Erholung - Steuerfreie Sachbezugskarte als monatlicher Zusatzbonus - Flexible Arbeitszeiten ohne starre Strukturen - Viel Gestaltungsspielraum in einer modernen Cloud-Umgebung - Verantwortung statt Micromanagement - Direkte Kommunikation und schnelle Entscheidungen - Individuelle Weiterbildung, z. B. Azure-Zertifizierungen - Ein pragmatisches, kollegiales Team mit Hands-on-Mentalität