IT Service Desk Manager - Lead, Deliver, Improve

John Galt Staffing; Boston (MA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

John Galt Staffing in Boston, MA seeks an experienced IT Support Manager to lead a team of Service Desk Engineers supporting ~250 users across multiple U.S. locations. The role is 3–4 days onsite per week and emphasizes team leadership, service delivery, and IT projects over day-to-day hands-on support.

The ideal candidate will have 7+ years in IT support, strong customer service, and proven ability to communicate with senior leadership while coordinating vendors and driving improvements.

Qualifications

• 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, OneDrive, and SharePoint
• 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

Responsibilities

• Lead and support a team of approximately 6 Service Desk Engineers providing Tier 1, 2, and 3 support
• Coach and develop team members through regular feedback and 1:1 meetings
• Prioritize support requests and ensure timely resolution
• 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 with users and senior leadership to understand business needs and provide IT solutions

Skills

IT leadership

Customer service

Communication

Project coordination

Tools

Microsoft 365

Azure

Windows Server

Job description

John Galt Staffing in Boston, MA seeks an experienced IT Support Manager to lead a team of Service Desk Engineers supporting ~250 users across multiple U.S. locations. The role is 3–4 days onsite per week and emphasizes team leadership, service delivery, and IT projects over day-to-day hands-on support.

The ideal candidate will have 7+ years in IT support, strong customer service, and proven ability to communicate with senior leadership while coordinating vendors and driving improvements.