Berkshiregroupllc
Service Desk Manager
Boston Headquarters
Sponsorship not specified$110k-$125kDetected 8 days ago
AzureBudgetingExcelVendor ManagementProcurementPerformance ManagementLeadershipCommunicationProblem SolvingCritical ThinkingMicrosoft OfficeSharePoint
About the role
- This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized.
- The Service Desk Manager is accountable for both day-to-day service delivery and the evolution of the team beyond reactive ticket handling.
- Supervise help desk resources to ensure a consistently high level of service
Responsibilities
- Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution
- Enforce ownership of tickets through resolution and maintain high service quality standards
- Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work
- Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards
Requirements
- Demonstrated ability to use and learn new technology (e.g., computers/hardware, mobile, software, cloud-based programs)
- Proficiency with computers, keyboards, monitors and telephone headsets.
- Proficiency in Microsoft Suite of Products (e.g., Word, Outlook, Excel, Teams, Power Point, SharePoint, Stream etc.)
- Proficiency with current versions of Windows, Edge, Azure
- Proficiency with SharePoint & Stream for internal social media content
- At least five (5) years' experience in a service desk role
Nice to have
- Bachelor's degree preferred or the equivalent in on-the-job experience
Skills
- Company Overview
Compensation
- Base salary within the range will be determined by various factors including but not limited to the individual's experience, skills and qualifications.
- $110,000 - $125,000.
Benefits
- Monitor queue health, backlog, and team capacity, adjusting workload as needed
- Lead and manage a 4-person team, including performance management, coverage, and accountability
- Berkshire Residential values diversity, equity, inclusion and belonging.
- We ensure that decisions affecting employees are made without regard to their race, color, creed, national origin, age, disability, gender, gender identity, sexual orientation, or any other protected status.
Equal opportunity
- Berkshire is committed to providing equal opportunity in all practices, including employees and applicants for employment.
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