Service Desk Manager
On-site · Boston, Massachusetts, United States
Job Summary
Lead a 4-person service desk team to deliver end-user support across Berkshire Residential Investments, overseeing ticket flow, SLA adherence, and escalation handling; drive transition from reactive ticket handling to structured, prioritized operations; manage assets, inventory, and budget for hardware/software; oversee endpoint/Lifecycle management and video conferencing; coordinate with infrastructure, security, and vendors while expanding team contributions to deployments and lifecycle activities; strong emphasis on customer experience, communication with senior stakeholders, and building a high-performance, inclusive service culture.
Required Qualifications
- At least five (5) years’ experience in a service desk role
- At least two (2) years leading or managing a team
- Aptitude for organizing, prioritizing, and managing multiple priorities, using critical thinking and problem solving
- Demonstrated multi-modal communication style that reaches every stakeholder, specifically excellent verbal and written communications
- Ability to communicate with and manage up to senior management
- Collaborative working style with inclusive work and thinking behaviors, commitment to excellence in teams and work product, with a strong work ethic
- Demonstrate emotional intelligence in high pressure and sensitive situations
- Tenacity, patience, and perseverance to work with business deals from beginning to end of process
- Represent the Berkshire employment brand well to candidates by seeking to understand the capabilities and insights of people with unique backgrounds, cultures, styles, and abilities
- Maintain confidentiality of sensitive information and communications of information
- Develop productive working relationships with all team members including internal clients and external third parties
- Demonstrated high level of ethics and integrity with a straightforward and honest approach
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