Desktop Support Manager

Boston, Massachusetts


As Desktop Support Manager you will be responsible for managing a team of people across the US. This position is integral to the success of our Desktop Support team and handling all end-user computing needs. This position will report up into the Senior Manager, Corporate Operations and work closely with the Desktop Support Manager in EMEA.


  • Track, manage and triage all incidents and service requests in coordination with support team leads
  • Provide leadership for incidents involving outages including management of communication with internal customers, internal IT members and external IT business partners
  • Perform Active Directory, Email, SaaS application, and O365 administration
  • Build escalation procedures to ensure issues escalated to the appropriate subject matter expert on the IT Team or our managed IT service providers
  • Help to develop and document standardized, repeatable internal IT processes to increase overall quality of IT services and support
  • Lead team execution of IT documentation, procedures and policies for both internal and external documentation goals
  • Track and report on metrics of IT service desk performance on a daily, weekly and monthly basis using dynamic reporting/dashboard tools
  • Create, implement, and monitor staffing development plans for each team member in coordination with departmental knowledge goals/gaps
  • Assist in the project portfolio management for Desktop team projects, while leading project management for assigned key efforts

  • 5+ years of related technical and managerial experience in an IT support environment supporting end-user technologies and end-user enterprise systems
  • Degree in a computer science field preferred but not required. Degree in Management a plus
  • A mix of experience and certification(s) in ITIL framework, Windows, Mac, networking, security, Windows server (specifically Active Directory management) and Office 365
  • Knowledge and experience in basic management theory and employee development
  • Experience with reporting and dashboarding tools such as Tableau, PowerBi, and/or advanced excel to organize and display key support metrics
  • Experience implementing an end-user ticketing/support platform a plus
  • After-hours support may be required
  • May require work at company events and functions which may be off-site

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