Service Desk Lead & Incident Champion

Prime System Solutions; Waltham (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Prime System Solutions is seeking an experienced Service Desk Supervisor to oversee the daily operation of our Service Desk, ensuring timely responses, high-quality ticket handling, and SLA adherence. This hands-on leadership role works closely with the Director of IT & Operations to translate priorities into actionable plans.

The successful candidate will supervise engineers, manage escalations, and drive continuous improvement in customer service and operational performance, including

Qualifications

• 3–5 years of experience in a Help Desk/Service Desk/MSP environment.
• 1 year or more of supervisory or team lead experience.
• Hands-on experience with Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.
• Strong written and verbal communication skills; proven problem-solving ability.
• Ability to work onsite in Waltham, MA.

Responsibilities

• Oversee daily Service Desk operations, KPI tracking, and SLA/SLO compliance.
• Lead and mentor Service Desk engineers; conduct performance feedback and quarterly reviews.
• Serve as primary escalation point for complex incidents; manage P1/P2 incidents and post-incident reviews.
• Provide hands-on support for escalated technical tickets across M365, Azure, Entra ID, and Windows endpoints.
• Ensure high-quality customer interactions and drive continuous improvement in service delivery.
• Maintain knowledge base documentation and SOPs; propose workflow automations and tooling enhancements.
• Prepare and present weekly Service Desk performance reports; communicate risks and action plans.

Skills

Microsoft 365

Azure

Entra ID

Windows 10/11

Team Leadership

Customer Service

Tools

Autotask

IT Glue

Kaseya VSA

Job description

Prime System Solutions is seeking an experienced Service Desk Supervisor to oversee the daily operation of our Service Desk, ensuring timely responses, high-quality ticket handling, and SLA adherence. This hands-on leadership role works closely with the Director of IT & Operations to translate priorities into actionable plans.

The successful candidate will supervise engineers, manage escalations, and drive continuous improvement in customer service and operational performance, including