Service Desk Lead — Elevate End-User Support & Ops

Berkshire Group, LLC; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Benefits package

Job summary

Berkshire Residential Investments is seeking a Service Desk Manager to lead the service desk, drive process improvements, and ensure high-quality end-user support across Berkshire. This role oversees ticket flow, SLA adherence, and team performance while coordinating with infrastructure and vendors to optimize technology services.

Ideal candidates will have extensive service desk experience, strong leadership and communication skills, and the ability to collaborate with senior management to

Qualifications

• Bachelor’s degree preferred or equivalent on-the-job experience.
• Proficiency with Windows, Edge, and Azure.
• Proficiency with Microsoft Office Suite.
• Ability to learn new technology quickly.

Responsibilities

• Lead and supervise a 4-person service desk team.
• Manage day-to-day service desk operations and ticket flow.
• Establish SLAs and measure service performance.
• Escalate complex issues to senior management.
• Oversee procurement and inventory of hardware and software.
• Maintain endpoint standards and video conferencing capabilities.
• Coordinate with infrastructure, security, and vendors.

Skills

Service desk experience

Team leadership

Communication skills

Stakeholder management

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office 365

Azure

SharePoint

Video conferencing

Job description

Berkshire Residential Investments is seeking a Service Desk Manager to lead the service desk, drive process improvements, and ensure high-quality end-user support across Berkshire. This role oversees ticket flow, SLA adherence, and team performance while coordinating with infrastructure and vendors to optimize technology services.

Ideal candidates will have extensive service desk experience, strong leadership and communication skills, and the ability to collaborate with senior management to