Lead Service Desk Specialist

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support by troubleshooting and resolving issues submitted through the IT ticketing system
• Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and implement solutions
• Serve as an escalation point for complex technical issues while maintaining ownership through resolution
• Lead day-to-day Service Desk operations, helping prioritize workloads and ensure timely response and resolution of support requests
• Mentor, train, and support Service Desk team members, promoting technical growth and strong customer-service practices
• Monitor ticket queues, team performance, and support metrics to help maintain service levels and improve operational efficiency
• Collaborate with other members of the IT team to diagnose and resolve advanced technical issues
• Aid in documenting support procedures, knowledge base articles, and operational best practices
• Identify opportunities for process improvement and help implement enhancements to the end-user support experience
• Escalate issues as needed while maintaining clear communication with employees and stakeholders

What You Will Get to Do

• Lead and support daily Service Desk operations in a dynamic IT environment
• Provide hands-on technical support while mentoring and developing junior Service Desk team members
• Work with and support technologies including Okta, Google Workspace, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune
• Partner closely with Infrastructure, Security, and Business Operations teams to support company-wide technology initiatives
• Help drive operational improvements, documentation standards, and support best practices
• Develop insight into how IT Operations supports and enables the broader business

Key Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience
• 7+ years of experience in IT support, Service Desk, or IT Operations roles
• Experience supporting Tier 1 and Tier 2 technical environments in a professional organization
• Prior experience mentoring, leading, or managing Service Desk team members preferred
• Strong customer service skills with the ability to communicate effectively with both technical and non-technical users
• Excellent written and verbal communication skills
• Ability to prioritize tasks, manage competing priorities, and operate effectively in a fast-paced environment
• Professional demeanor with strong interpersonal, leadership, and teamwork skills
• Strong troubleshooting and problem-solving capabilities across a variety of technologies
• Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android)
• Experience with identity management, endpoint management, and SaaS application support
• Experience with Google Workspace, preferred

Additional Requirements

• Must be based in the greater Boston area, no relocation
• Ability to work an on-site schedule in our Boston office (Back Bay) 4 days a week
• Occasional early or late hours may be required to support team coverage and operational needs
• Must be authorized to work in the United States now and in the future without sponsorship or transfers