Information Technology Service Desk Manager

Future

Location:

Somerville, MA (Relocation anticipated in 6–8 months)

Schedule: Monday–Friday, 9:00 AM – 6:00 PM

Team Oversight: 6 Direct Reports

We are seeking an experienced Service Desk Lead to provide hands‑on end‑user support while driving service desk strategy, operational improvements, and team performance.

This is a working lead role responsible for actively handling tickets while also overseeing and managing a team of six support professionals. The ideal candidate will demonstrate strong technical depth, proven people management experience, and a track record of implementing structured service desk strategies that deliver measurable improvements.

• Provide onsite end‑user support (Mac and Windows environments)
• Troubleshoot and resolve software break/fix issues
• Perform hardware support, including installation, configuration, and replacement
• Manage new image builds and device provisioning
• Handle incident management and ticket updates/closures
• Utilize ITSM platforms for ticket tracking and reporting
• Perform Install, Move, Add, and Change (IMAC) support
• Diagnose and resolve operating system issues
• Support Microsoft 365, Active Directory, OKTA, and related enterprise systems

Candidates must have experience implementing measurable improvements within a service desk environment while effectively managing and developing staff.

• Developing and executing a structured service desk strategy aligned to business objectives
• Improving SLA performance and overall service desk metrics
• Establishing standardized processes and escalation models
• Using ITSM reporting and analytics to drive performance improvements
• Implementing proactive incident and problem management processes
• Optimizing endpoint lifecycle management using:
• JAMF (7+ years)
• Microsoft Intune (7+ years)
• Apple Business Manager (7+ years)
• Driving automation and self‑service initiatives

• Directly overseeing a team of 6 service desk professionals
• Managing workload distribution and performance expectations
• Coaching, mentoring, and developing team members
• Conducting performance reviews and providing ongoing feedback
• Interviewing, evaluating, and hiring new team members
• Ensuring accountability, documentation standards, and customer service excellence
• Serving as the primary escalation point for complex technical issues

• Providing regular (and in some cases daily) operational reporting to stakeholders, including SLA performance, ticket trends, and service desk health metrics

• Minimum 7+ years of end‑user support experience
• 7+ years of Incident Management and/or IT Ticketing systems experience
• Strong experience with Active Directory
• Experience with Microsoft 365 (O365) and OKTA beyond basic administration
• Strong Microsoft Product Suite knowledge
• Experience supporting Apple Mac hardware and software
• Experience with Disk Imaging software
• Strong documentation, reporting, and analytical skills
• Excellent communication and customer service skills
• Proven leadership or team oversight experience