I
AI Summary
We are seeking an experienced Service Desk Lead to provide hands-on technical support while driving service desk strategy, operational excellence, and team performance. The ideal candidate brings strong technical expertise, proven leadership experience, and a track record of implementing structured service desk improvements that drive measurable results. This is a working lead role, meaning you will actively handle tickets while also leading and developing a team of six support professionals.
Key Highlights
Technical & End-User Support
Service Desk Strategy & Operational Leadership
People Leadership & Team Oversight
Key Responsibilities
Provide onsite end-user support across Mac and Windows environments
Troubleshoot software break/fix issues and operating system problems
Perform hardware installation, configuration, imaging, and replacements
Manage new device provisioning and endpoint lifecycle processes
Handle incident management, ticket updates, and closures within ITSM platforms
Perform IMAC (Install, Move, Add, Change) support
Support Microsoft 365, Active Directory, OKTA, and related enterprise systems
Develop and execute a structured service desk strategy aligned with business goals
Improve SLA performance and key service desk metrics
Establish standardized processes, documentation standards, and escalation models
Utilize ITSM reporting and analytics to drive continuous improvement
Implement proactive incident and problem management practices
Optimize endpoint lifecycle management using JAMF, Microsoft Intune, and Apple Business Manager
Drive automation initiatives and self-service solutions to improve efficiency
Directly manage and develop a team of six service desk professionals
Oversee workload distribution and performance expectations
Provide coaching, mentoring, and ongoing feedback
Conduct performance evaluations and support career development
Participate in interviewing, hiring, and onboarding new team members
Serve as the primary escalation point for complex technical issues
Ensure accountability, service quality, and customer satisfaction
Technical Skills Required
Benefits & Perks
Onsite work in Andover, MA with relocation to Somerville, MA within 6-8 months
Job Description
Location: Andover, MA (Onsite)
Future Location: Somerville, MA (Relocation expected within 6-8 months)
Schedule: Monday-Friday | 9:00 AM - 6:00 PM
Team: 6 Direct Reports
Position Overview
We are seeking an experienced Service Desk Lead to provide hands-on technical support while driving service desk strategy, operational excellence, and team performance.
This is a working lead role, meaning you will actively handle tickets while also leading and developing a team of six support professionals. The ideal candidate brings strong technical expertise, proven leadership experience, and a track record of implementing structured service desk improvements that drive measurable results.
Key Responsibilities
Technical & End-User Support
- Provide onsite end-user support across Mac and Windows environments
- Troubleshoot software break/fix issues and operating system problems
- Perform hardware installation, configuration, imaging, and replacements
- Manage new device provisioning and endpoint lifecycle processes
- Handle incident management, ticket updates, and closures within ITSM platforms
- Perform IMAC (Install, Move, Add, Change) support
- Support Microsoft 365, Active Directory, OKTA, and related enterprise systems
Looking to advance your IT & Network Engineering career with relocation support? Explore IT & Network Engineering Jobs with Relocation Packages that include comprehensive packages to help you move and settle in your new role.
- Develop and execute a structured service desk strategy aligned with business goals
- Improve SLA performance and key service desk metrics
- Establish standardized processes, documentation standards, and escalation models
- Utilize ITSM reporting and analytics to drive continuous improvement
- Implement proactive incident and problem management practices
- Optimize endpoint lifecycle management using JAMF, Microsoft Intune, and Apple Business Manager
- Drive automation initiatives and self-service solutions to improve efficiency
Discover our full range of relocation jobs with comprehensive support packages to help you relocate and settle in your new location.
- Directly manage and develop a team of six service desk professionals
- Oversee workload distribution and performance expectations
- Provide coaching, mentoring, and ongoing feedback
- Conduct performance evaluations and support career development
- Participate in interviewing, hiring, and onboarding new team members
- Serve as the primary escalation point for complex technical issues
- Ensure accountability, service quality, and customer satisfaction
- Provide regular operational reporting, including SLA performance, ticket trends, and overall service desk health
- Communicate effectively with cross-functional stakeholders and leadership
Interested in relocating to United State? Check out our comprehensive Relocation Jobs in United State page with detailed relocation packages and benefits.
- 7+ years of end-user support experience
- 7+ years of experience with incident management and IT ticketing systems
- Strong experience with Active Directory
- Advanced experience with Microsoft 365 and OKTA
- Strong knowledge of the Microsoft product suite
- Experience supporting Apple Mac hardware and software
- Experience with disk imaging tools
- Strong documentation, reporting, and analytical skills
- Excellent communication and customer service abilities
- Proven leadership or team management experience
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