Desktop Support Operations Lead

firstPRO, Inc; Boston (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

A technology services firm is seeking a Manager to lead a team of Desktop Support Technicians in Boston, Massachusetts. The role involves driving operational excellence, managing ticket workflows with ServiceNow, and overseeing daily onsite support operations. Candidates should have a Bachelor’s degree, 3–5 years of relevant experience, and a strong technical background, particularly with Windows and enterprise hardware. This position offers a dynamic environment focused on continuous improvement and team leadership.

Qualifications

• 3–5+ years of experience in desktop support, end-user computing, or IT operations.
• 2+ years of experience supervising technical staff in a fast-paced environment.
• Strong working knowledge of enterprise hardware and peripherals.

Responsibilities

• Supervise, mentor, and support a team of Desktop Support Technicians.
• Oversee daily onsite support operations across assigned locations.
• Manage ticket workflow using ServiceNow, ensuring accurate documentation.

Skills

Leadership & Team Development

Customer Service & Communication

Technical Troubleshooting & Problem Solving

Prioritization & Operational Planning

Collaboration & Relationship Building

Process Improvement & Documentation

Adaptability & Calm Under Pressure

Education

Bachelor's degree

Tools

ServiceNow

Windows 10/11

Intune

JAMF

SCCM/Endpoint Manager

Job description

A technology services firm is seeking a Manager to lead a team of Desktop Support Technicians in Boston, Massachusetts. The role involves driving operational excellence, managing ticket workflows with ServiceNow, and overseeing daily onsite support operations. Candidates should have a Bachelor’s degree, 3–5 years of relevant experience, and a strong technical background, particularly with Windows and enterprise hardware. This position offers a dynamic environment focused on continuous improvement and team leadership.