Team Lead, Service Desk

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, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role

We are seeking an experienced Team Lead, Service Desk to provide hands-on end-user support while driving service desk strategy, operational improvements, and team performance. This is a working lead role responsible for actively handling tickets while also overseeing and managing a team of six support professionals. The ideal candidate will demonstrate strong technical depth, proven people management experience, and a track record of implementing structured service desk strategies that deliver measurable improvements.

Travel Requirements

This role will be required to be onsite in Andover, MA with the knowledge this role will relocate to Somerville, MA in the next 6-8 months.

Shift associated with this role will be Monday-Friday, 9:00 AM - 6:00 PM ET.

Responsibilities Include

End-User & Technical Support

• Provide onsite end-user support (Mac and Windows environments)
• Troubleshoot and resolve software break/fix issues
• Perform hardware support, including installation, configuration, and replacement
• Manage new image builds and device provisioning
• Handle incident management and ticket updates/closures
• Utilize ITSM platforms for ticket tracking and reporting
• Perform Install, Move, Add, and Change (IMAC) support
• Diagnose and resolve operating system issues
• Support Microsoft 365, Active Directory, OKTA, and related enterprise systems

Service Desk Strategy, Leadership, & People Management

Candidates must have experience implementing measurable improvements within a service desk environment while effectively managing and developing staff.

Strategic & Leadership Responsibilities Include

• Developing and executing a structured service desk strategy aligned to business objectives
• Improving SLA performance and overall service desk metrics
• Establishing standardized processes and escalation models
• Using ITSM reporting and analytics to drive performance improvements
• Implementing proactive incident and problem management processes
• Optimizing endpoint lifecycle management using:
• JAMF (7+ years)
• Microsoft Intune (7+ years)
• Apple Business Manager (7+ years)
• Driving automation and self-service initiatives

People Management Responsibilities

• Directly overseeing a team of 6 service desk professionals
• Managing workload distribution and performance expectations
• Coaching, mentoring, and developing team members
• Conducting performance reviews and providing ongoing feedback
• Interviewing, evaluating, and hiring new team members
• Ensuring accountability, documentation standards, and customer service excellence
• Serving as the primary escalation point for complex technical issues

Stakeholder Communication

• Providing regular (and in some cases daily) operational reporting to stakeholders, including SLA performance, ticket trends, and service desk health metrics

Required Skills and Professional Experience

• 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 (O365) 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

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit https://presidio.com

Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster

Presidio EEO Policy Statement is available here: https://www.presidio.com/careers

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to.

Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.