Service Desk Manager - Lead & Elevate IT Support

Berkshire; Boston (MA); On-site; USD 110,000 - 125,000; Full time

Job summary

Berkshire Residential Investments is seeking a Service Desk Manager to lead our service desk and drive continuous improvement across end-user support. You will manage the 4-person team, set performance standards, and ensure timely incident resolution with a focus on customer experience.

You will establish SLAs, balance reactive support with planned work, handle asset procurement and budget management, maintain endpoint and collaboration tools, and coordinate with infrastructure and security

Qualifications

• Five or more years of service desk experience.
• Two or more years of team leadership or management.
• Strong organizational, prioritization, and problem-solving abilities.
• Excellent verbal and written communication; able to interact with senior management.

Responsibilities

• Lead and supervise a 4-person service desk team.
• Manage day-to-day ticket flow, prioritization, and workload.
• Establish SLAs and measure service performance.
• Coordinate procurement and budgeting for hardware/software.
• Maintain endpoint standards and video conferencing capabilities.
• Collaborate with infrastructure and security teams on escalations.

Skills

Service desk leadership

Team management

Communication skills

Prioritization

Vendor coordination

End-user support

Problem solving

Conflict resolution

Education

Bachelor’s degree

Tools

Microsoft Office

Windows & Azure

SharePoint/Stream

Video conferencing tools

Job description

Berkshire Residential Investments is seeking a Service Desk Manager to lead our service desk and drive continuous improvement across end-user support. You will manage the 4-person team, set performance standards, and ensure timely incident resolution with a focus on customer experience.

You will establish SLAs, balance reactive support with planned work, handle asset procurement and budget management, maintain endpoint and collaboration tools, and coordinate with infrastructure and security