Great Gray

Manager of IT Service Desk

Boston, MA

No sponsorship$100k-$120kDetected 6 days ago

AzureIncident ResponseAccessibilityJiraProcurementPerformance ManagementFirewallVPNCiscoLeadershipCollaborationMentoringSharePoint

About the role

This is a hands-on leadership role responsible for managing a small team of Service Desk Technicians supporting remote employees and those located across four office locations -- Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA.
For complex or infrastructure-level network needs, the Manager will engage and coordinate with an external networking vendor under contract.
Standard coverage runs 8:00 AM to 7:30 PM Eastern (based on Service Desk Technicians located coast-to-coast).

Lead, develop, and manage five Service Desk Technicians distributed across Boston, MA
use metrics to drive continuous improvement in resolution time, ticket quality, and user satisfaction
Lead, develop, and manage five Service Desk Technicians distributed across Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA, including onboarding, performance management, and day-to-day coaching
Define and track SLAs and KPIs; use metrics to drive continuous improvement in resolution time, ticket quality, and user satisfaction
Administer and support the M365 environment, including Exchange Online, Teams, SharePoint, and Intune
Serve as the on-call escalation contact for P1 and P2 incidents outside of standard support hours; call volume is expected to be low and is primarily in place to support offshore and off-hours operations when critical issues arise
Engage and manage the third-party networking vendor for complex or infrastructure-level network issues that exceed in-house scope, including scoping work, coordinating access, and validating resolution
Own network-related incident response at the office level; triage, resolve, or escalate to the external vendor to minimize business impact
Build and maintain runbooks, knowledge base articles, and standard operating procedures for common service desk and network scenarios
Madison Dearborn Partners ("MDP") purchased Great Gray from Wilmington Trust in April 2023.

Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

triage, resolve, or escalate to the external vendor to minimize business impact
Contribute to IT policy development and enforce compliance with established standards
Report regularly to the Director of IT on team performance, open issues, and operational risks
Demonstrated experience leading or managing an IT service desk or helpdesk team
Hands-on proficiency with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, Intune, and Entra ID / Azure AD
Practical experience with Jira Service Management or a comparable ITSM ticketing platform
Hands-on experience administering Cisco Meraki Wi-Fi networks, including access point management and the Meraki dashboard
this skill does not currently exist in-house and is required

$100,000-120,000
This base pay range is subject to change and may be modified in the future.
The pay range displayed above is the base pay compensation range that Great Gray expects to pay for this position at the time of this posting.
Individual compensation within this range depends on multiple factors, including the candidate's prior education, relevant work experience, and training, as well as position location and local market demands.
Our pay-for-performance culture also includes participation in an annual incentive bonus plan for this position which is not included in the 'Base Pay Range' noted above.

We have a comprehensive and competitive benefits package at Great Gray.
At Great Gray Group, we strive to set the bar for the retirement services industry.
Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service.

Policy Great Gray Group, LLC is an Equal Opportunity Employer.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.
Accommodation Statement Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs.
If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: TalentAcquisition@GreatGray.com

Visa sponsorship or transfer of an existing visa is not available for this position.

This listing is sourced directly from Great Gray's careers page and normalized into a canonical job model.