Onsite Service Desk Lead - Coaching & Multi-Site Support

Maverick Technology Partners; Worcester (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Maverick Technology Partners is seeking an onsite Service Desk Supervisor to lead a technical service desk team serving a large multi-site client in Worcester and Springfield, MA. You will coach technicians, review tickets, and push for higher service quality while reporting to the Service Desk Manager.

This is a contract-to-perm role with travel between sites during the work week. The ideal candidate has at least 1 year of team-lead experience on a technical service desk, strong communication,

Qualifications

• Minimum 1 year as a team lead or supervisor on a technical service desk.
• Background as a service desk technician or engineer with ability to review tickets and coach on better approaches.
• Coaching-focused leadership style with ability to address performance directly.
• Strong communication skills.
• Willingness to work onsite and travel between Worcester and Springfield, MA.

Responsibilities

• Coach and develop technicians through regular 1:1s, ticket reviews, and constructive feedback.
• Monitor the ticket queue to keep work moving, balance workloads, and resolve stale or urgent issues.
• Spot recurring issues and drive fixes through better documentation, scripts, and training.
• Own escalations and client concerns, de-escalating issues and following up to close the loop on customer feedback.
• Represent the team in client meetings, including ticket reviews and change management.
• Keep the team informed of changes and support their growth through delegation.
• Keep leadership informed on team performance, morale, and emerging trends.

Skills

Team Leadership

Coaching/Mentoring

Communication

On-site Travel

Ticket Review

Tools

ServiceNow

HaloPSA

RMM Tools

Job description

Maverick Technology Partners is seeking an onsite Service Desk Supervisor to lead a technical service desk team serving a large multi-site client in Worcester and Springfield, MA. You will coach technicians, review tickets, and push for higher service quality while reporting to the Service Desk Manager.

This is a contract-to-perm role with travel between sites during the work week. The ideal candidate has at least 1 year of team-lead experience on a technical service desk, strong communication,