Manager of IT Service Desk

Role

Great Gray is hiring a Manager of IT Service Desk to lead its newly insourced helpdesk function. The role includes managing a small team of Service Desk Technicians supporting remote employees and four office locations:
Boston, MA;
Wilmington, DE;
Las Vegas, NV; and Aliso Viejo, CA. Responsibilities include creating consistent processes, managing work through Microsoft 365 and Jira Service Management, serving as the primary internal resource for Cisco Meraki Wi-Fi networks, Fortinet firewalls, and Forti Client VPN, and coordinating with an external networking vendor for infrastructure-level needs.

This position may be based in our Boston, MA or Wilmington, DE office. Great Gray supports a hybrid work model: four days onsite and one day remote, with occasional travel to other office locations.

• Lead, develop, and manage five Service Desk Technicians distributed across four locations, including onboarding, performance management, and coaching.
• Coordinate staggered shift schedules across Eastern and Pacific time zones to maintain 8:00 AM – 8:00 PM ET coverage from Monday through Friday.
• Establish and enforce service desk workflows, ticket standards, and escalation procedures within Jira Service Management.
• Define and track SLAs and KPIs, using metrics to drive continuous improvement in resolution time, ticket quality, and user satisfaction.
• Manage workload distribution and coverage across locations to meet organizational demand.
• Oversee IT asset lifecycle, software licensing, and procurement coordination.
• Foster a team culture built on ownership, responsiveness, and continuous improvement.

• Actively work tickets alongside the team, particularly during transition or high‑demand periods.
• Serve as the primary escalation point for complex incidents across Microsoft 365, Entra  / Azure AD, endpoint management, and network infrastructure.
• Administer and support the M365 environment, including Exchange Online, Teams, SharePoint, and Intune.
• Serve as the on‑call escalation contact for P1 and P2 incidents outside of standard support hours; call volume is expected to be low.

• Serve as the primary internal resource for Cisco Meraki Wi‑Fi network administration across all four office locations.
• Administer and maintain Fortinet firewall environments at each physical office, including policy management, firmware updates, and connectivity troubleshooting.
• Support and manage Forti Client VPN for remote access, including user provisioning and connectivity troubleshooting.
• Engage and manage the third‑party networking vendor for complex or infrastructure‑level network issues that exceed in‑house scope.
• Own network‑related incident response at the office level; triage, resolve, or elevate to the external vendor to minimize business impact.

• Build and maintain runbooks, knowledge‑base articles, and standard operating procedures for common service desk and network scenarios.
• Contribute to IT policy development and enforce compliance with established standards.
• Report regularly to the Director of IT on team performance, open issues, and operational risks.

• Demonstrated experience leading or managing an IT service desk or helpdesk team.
• Hands‑on proficiency with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, Intune, and Entra  / Azure AD.
• Practical experience with Jira Service Management or a comparable ITSM ticketing platform.
• Hands‑on experience administering Cisco Meraki Wi‑Fi networks and Fortinet firewalls.
• Experience supporting Forti Client VPN.
• Comfortable serving as the on‑call escalation contact for P1/P2 incidents; prior on‑call or…