Service Desk Lead & ITSM Strategy Leader
Presidio, Inc.
Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.
Job summary
Presidio is seeking a Team Lead, Service Desk to provide hands-on end-user support while guiding service desk strategy and a team of six professionals. The role is onsite in New England with relocation from Andover to Somerville within 6–8 months. Standard hours Monday through Friday, 9:00 AM–6:00 PM ET.
The ideal candidate brings 7–9 years in end-user support and incident management, strong AD and M365/OKTA expertise, and proven leadership to drive service improvements.
Qualifications
- Bachelor's degree or the equivalent work experience and/or military experience.
- 7-9 years of end-user support experience.
- 7-9 years of Incident Management and/or IT Ticketing systems experience.
- Strong experience with Active Directory.
- Experience with Microsoft 365 and OKTA beyond basic administration.
- Strong Microsoft Product Suite knowledge.
- Experience supporting Apple Mac hardware and software.
- Experience with Disk Imaging software.
- Strong documentation, reporting, and analytical skills.
- Excellent communication and customer service skills.
- Proven leadership or team oversight experience.
Responsibilities
- End-User & Technical Support: onsite support for Mac and Windows; troubleshoot software issues.
- Service Desk Strategy, Leadership, & People Management: implement measurable improvements and develop staff.
- Stakeholder Communication: regular SLA reporting and ticket trends.
Education
Tools
Job description
Presidio is seeking a Team Lead, Service Desk to provide hands-on end-user support while guiding service desk strategy and a team of six professionals. The role is onsite in New England with relocation from Andover to Somerville within 6–8 months. Standard hours Monday through Friday, 9:00 AM–6:00 PM ET.
The ideal candidate brings 7–9 years in end-user support and incident management, strong AD and M365/OKTA expertise, and proven leadership to drive service improvements.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
