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IT Support Manager
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-09-26
Listing for:
John Galt Staffing
Full Time
position Listed on 2026-09-26
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Systems Administrator
Job Description & How to Apply Below
Location: Boston, MA, 3 to 4 days onsite per week
We are seeking an experienced IT Support Manager to lead a team of Service Desk Engineers supporting approximately 250 users across multiple U.S. locations.
This role is ideal for someone with a strong IT support background who enjoys leading and developing a team while maintaining a customer-focused approach. The position will be primarily focused on team leadership, service delivery, vendor coordination, and IT projects rather than day-to-day hands-on support.
Responsibilities- Lead and support a team of approximately 6 Service Desk Engineers providing Tier 1, Tier 2, and Tier 3 support
- Coach and develop team members through regular feedback and 1:1 meetings
- Help prioritize support requests and ensure issues are resolved efficiently
- Monitor Service Desk performance, KPIs, and SLAs
- Coordinate with external vendors and managed service providers
- Manage major incidents, communications, and root cause documentation
- Support IT projects including software rollouts, office moves, infrastructure upgrades, and mobile device management
- Identify opportunities to improve processes through automation and self-service tools
- Provide reporting and recommendations to technology leadership
- Maintain and improve IT documentation
- Work closely with users and senior leadership to understand business needs and provide effective IT solutions
- 7+ years of relevant IT support experience
- Experience leading or managing Service Desk or IT Support teams
- Strong customer service and user-facing experience
- Experience supporting Microsoft environments, including Windows, Microsoft 365, Office, Teams, One Drive, and Share Point
- Working knowledge of Azure, network switches, wireless networks, and general networking
- Strong communication and problem-solving skills
- Ability to communicate technical concepts clearly to non-technical users and senior leadership
- Experience coordinating vendors and managing competing priorities
- Comfortable working in a fast-paced, collaborative environment
- Financial Services industry experience
- Experience with software rollouts, office moves, or infrastructure projects
- Microsoft certifications such as MCSA or MCSE
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