Service Desk Manager

Alexander Technology Group; Boston (MA); On-site; USD 110,000 - 140,000; Full time

Job summary

Alexander Technology Group seeks a hands-on Service Desk Manager to lead a 4-person team in downtown Boston, directing daily service desk operations and driving improvements across the IT environment. This full-time, on-site role focuses on Azure projects, hardware lifecycle management, and application deployments.

The ideal candidate has 5+ years in IT support with 2+ years in leadership, strong Microsoft environment experience, and proven ability to manage escalations and communicate with

Qualifications

• 5+ years of IT support/service desk experience, including at least 2 years of team leadership or management.

Responsibilities

• Lead a 4-person service desk team, overseeing daily operations, ticket prioritization, escalations, and team performance.
• Improve service desk processes, SLAs, and end-user experience while balancing reactive support with planned operational work.
• Contribute to infrastructure and endpoint initiatives, including Azure-related projects, hardware lifecycle management, and application deployments.

Skills

Team leadership

Escalation management

Communication

Tools

Windows

Azure

M365

Teams

SharePoint

Job description

Downtown Boston (fully on-site)

Full-time

Our client is looking for a Service Desk Manager to lead a team of 4 support professionals, oversee daily service desk operations, and drive improvements across the IT environment. This is a hands-on leadership role with opportunities to contribute to broader Azure and infrastructure projects. The position is fully onsite, five days a week, in downtown Boston.

Responsibilities

• Lead a 4-person service desk team, overseeing daily operations, ticket prioritization, escalations, and team performance
• Improve service desk processes, SLAs, and end-user experience while balancing reactive support with planned operational work
• Contribute to infrastructure and endpoint initiatives, including Azure-related projects, hardware lifecycle management, and application deployments

Qualifications

• 5+ years of IT support/service desk experience, including at least 2 years of team leadership or management
• Strong Microsoft environment experience, including Windows, Azure, M365, Teams, and SharePoint
• Experience managing escalations, improving service desk operations, and communicating effectively with technical teams and senior leadership