Service Desk Manager Boston Headquarters

Berkshire Residential Investments is a people-first real estate investment company who values not only the impact we make as a company, but the time we spend together in our high-performing teams. We value individual skills and perspectives to allow us to best serve our employees, investors, residents, and other stakeholders.

If you’re interested in a workplace where everyone feels empowered to bring their full, authentic selves to work each day, come join our talented and growing team at Berkshire Residential Investments. Our environment of entrepreneurial spirit, culture of expertise and our people-first approach will allow you to thrive while continuing to grow in your career.

The Service Desk Manager is responsible for the leadership, performance, and continuous improvement of the service desk function, ensuring a consistent and high-quality end-user support experience across Berkshire. This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized. The Service Desk Manager is accountable for both day-to-day service delivery and the evolution of the team beyond reactive ticket handling.

• Supervise help desk resources to ensure a consistently high level of service
• Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution
• Lead and manage a 4-person team, including performance management, coverage, and accountability
• Establish and enforce team performance expectations, work prioritization, and service standards
• Responsible for meeting defined service levels and improving measurable service performance
• Serve as the escalation point for complex or high-impact issues
• Consistently demonstrate use of tact and discretion

• Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions
• Enforce ownership of tickets through resolution and maintain high service quality standards

• Establish and enforce Service Level Agreements (SLAs) and performance metrics
• Transition the team from reactive ticket handling to structured, prioritized execution
• Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work
• Monitor queue health, backlog, and team capacity, adjusting workload as needed

• Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards
• Assist in the budgeting process for hardware and software across corporate and property environments
• Maintain an accurate inventory of all Berkshire technology assets

• Maintain computer images and endpoint standards across the environment
• Oversee endpoint lifecycle processes including provisioning, inventory, and hardware recycling
• Maintain and support video conferencing capabilities for corporate and regional offices

• Ensure effective use of team capacity across both reactive and planned work
• Expand team contributions to include structured operational tasks such as application deployments and lifecycle activities

• Coordinate with infrastructure and security teams for escalations and dependencies
• Manage service desk interactions with vendors supporting hardware, software, and end-user services

• At least five (5) years’ experience in a service desk role
• At least two (2) years leading or managing a team
• Aptitude for organizing, prioritizing, and managing multiple priorities, using critical thinking and problem solving
• Demonstrated multi-modal communication style that reaches every stakeholder, specifically excellent verbal, and written communications
• Ability to communicate with and manage up to senior management
• Collaborative working style with inclusive work and thinking behaviors, commitment to excellence in teams and work product, with a strong work ethic
• Demonstrate emotional intelligence in high pressure and sensitive situations
• Tenacity…