Service Desk Manager

Position Summary

The Service Desk Manager is responsible for the leadership, performance, and continuous improvement of the service desk function, ensuring a consistent and high-quality end-user support experience across Berkshire.

Responsibilities

• Supervise help desk resources to ensure a consistently high level of service
• Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution
• Lead and manage a 4-person team, including performance management, coverage, and accountability
• Establish and enforce team performance expectations, work prioritization, and service standards
• Responsible for meeting defined service levels and improving measurable service performance
• Serve as the escalation point for complex or high-impact issues
• Consistently demonstrate use of tact and discretion
• Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions
• Enforce ownership of tickets through resolution and maintain high service quality standards
• Establish and enforce Service Level Agreements (SLAs) and performance metrics
• Transition the team from reactive ticket handling to structured, prioritized execution
• Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work
• Maintain an accurate inventory of all Berkshire technology assets
• Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards
• Aid in the budgeting process for hardware and software across corporate and property environments
• Maintain computer images and endpoint standards across the environment
• Oversee endpoint lifecycle processes including provisioning, inventory, and hardware recycling
• Maintain and support video conferencing capabilities for corporate and regional offices
• Ensure effective use of team capacity across both reactive and planned work
• Expand team contributions to include structured operational tasks such as application deployments and lifecycle activities
• Coordinate with infrastructure and security teams for escalations and dependencies
• Manage service desk interactions with vendors supporting hardware, software, and end-user services

Knowledge/Experience

• 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
• Demonstrate high level of ethics and integrity with a straightforward and honest approach

Technical/Educational Requirements

• Bachelor’s degree preferred or the equivalent in on-the-job experience
• 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 remote/virtual meeting technology and how to conduct online meetings/training
• Proficiency with SharePoint & Stream for internal social media content