Manager of IT Service Desk

Why Great Gray?

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency is not in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.

Great Gray is hiring a Manager of IT Service Desk to lead its newly insourced helpdesk function. This is a hands‑on leadership role responsible for managing a small team of Service Desk Technicians supporting remote employees and those located across four office locations – Boston, MA;
Wilmington, DE;
Las Vegas, NV; and Aliso Viejo, CA. The Manager will own the IT service delivery function including establishing consistent processes, managing the team’s work through Microsoft 365 and Jira Service Management, and serving as the primary internal resource for Cisco Meraki Wi‑Fi networks, Fortinet firewalls, and Forti Client VPN across all physical office locations. For complex or infrastructure‑level network needs, the Manager will engage and coordinate with an external networking vendor under contract.

Standard coverage runs 8:00 AM to 7:30 PM Eastern (based on Service Desk Technicians located coast‑to‑coast). Outside those hours, the Manager serves as the on‑call escalation contact for P1 and P2 incidents.

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

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Service Desk Leadership

• Lead, develop, and manage five Service Desk Technicians distributed across Boston, MA;
  Wilmington, DE;
  Las Vegas, NV; and Aliso Viejo, CA, including onboarding, performance management, and day‑to‑day coaching
• Coordinate staggered shift schedules across Eastern and Pacific time zones to maintain 8:00 AM – 8:00 PM ET in‑office coverage, Monday through Friday
• Establish and enforce service desk workflows, ticket standards, and escalation procedures within Jira Service Management
• Define and track SLAs and KPIs; use 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

Hands‑On Service Delivery & On‑Call Escalation

• Actively work tickets alongside the team, particularly during the transition period or periods of high demand
• 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 and is primarily in place to support offshore and off‑hours operations when critical issues arise

Network Infrastructure:
Hands‑On

• Serve as the primary internal resource for Cisco Meraki Wi‑Fi network administration across all four office locations, including access point configuration, troubleshooting, and ongoing management via the Meraki dashboard
• Administer and maintain Fortinet firewall environments at each physical office location, including policy management, firmware updates, and connectivity troubleshooting
• Support and manage Forti Client VPN for remote access, including user provisioning, connectivity troubleshooting, and configuration changes
• Engage and manage the third‑party networking…