Service Desk Team Lead: Strategy & People Leadership

Presidio, Inc; Andover (MA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Presidio is seeking an experienced Team Lead, Service Desk to provide hands-on end-user support while driving service desk strategy and team performance. This working lead role manages six professionals and handles tickets while guiding operations in Andover, MA, with anticipated relocation to Somerville, MA within 6–8 months.

The ideal candidate will have strong technical depth, proven leadership, and a track record of measurable improvements in service desk delivery, including end-user support

Qualifications

• Bachelor's degree or equivalent work 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 and Microsoft 365.
• Experience with OKTA and enterprise systems beyond basic administration.
• Experience supporting Apple Mac hardware and software; disk imaging knowledge.

Responsibilities

• Provide onsite end-user support (Mac and Windows environments).
• Troubleshoot and resolve software break/fix issues; perform hardware support and provisioning.
• Manage image builds, IMAC activities, incident management, and ticket updates/closures.
• Use ITSM platforms for tracking, reporting, and analytics; provide regular status updates.
• Develop and implement a structured service desk strategy and leadership processes.
• Oversee a team of six service desk professionals; coaching and performance reviews.
• Provide regular stakeholder reporting on SLA performance, ticket trends, and health metrics.
• Serve as primary escalation point for complex technical issues.

Skills

End-user support

Incident management

Active Directory

Microsoft 365

OKTA

Mac hardware support

ITSM

Leadership

Education

Bachelor's degree or equivalent

Tools

JAMF

Microsoft Intune

Apple Business Manager

Job description

Presidio is seeking an experienced Team Lead, Service Desk to provide hands-on end-user support while driving service desk strategy and team performance. This working lead role manages six professionals and handles tickets while guiding operations in Andover, MA, with anticipated relocation to Somerville, MA within 6–8 months.

The ideal candidate will have strong technical depth, proven leadership, and a track record of measurable improvements in service desk delivery, including end-user support