Team Lead, Service Desk

We need to output HTML fragment with sections: About the role? The posting includes "The Role" description, then Travel Requirements, Responsibilities Include (with subsections), Required Skills And Professional Experience, Your future at Presidio, About Presidio, etc. We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should only include sections that have real specific content. No Pay, Schedule, Benefits unless present. Travel Requirements is not one of the allowed headings; but we could maybe treat as part of About the role? The instructions: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to those headings. Likely sections: About the role (intro description), Responsibilities (list), Requirements/Qualifications/Skills (maybe combine). Since we have "Required Skills And Professional Experience" which includes education, years experience, specific tech. That could be under Requirements or Skills. We'll decide: Use

About the role

for the role summary (The Role paragraph). Then

Responsibilities

for the responsibilities list (including subcategories). Then

Requirements

for the required skills/experience (education, years, tech). Possibly also

Skills

but we can combine. The instruction: Prefer a few substantive sections over many thin ones. So maybe just About the role, Responsibilities, Requirements. No Benefits/Pay/Schedule as not present. We must not repeat job title as heading. Not include Job ID etc. Remove boilerplate: EEO, legal, application instructions, etc. Also remove "Travel Requirements" maybe incorporate into About the role? But Travel Requirements is specific content: onsite in Andover, MA relocating to Somerville, shift Monday-Friday 9-6. That's substantive. Could be part of About the role or a separate section like Schedule? But Schedule heading is allowed only if posting actually states schedule. It does state shift Monday-Friday 9-6 ET. So we could create a

Schedule

with that info. Also Travel Requirements could be part of About the role or maybe a separate section like Location? Not in allowed headings. Could embed in About the role. We need to preserve all substantive information. So we must include travel requirement and shift details. We can put them in About the role paragraph or separate Schedule section. Since Schedule is allowed and we have schedule info, we should create Schedule section. Travel requirement (location) could be part of About the role. We must not create Pay/Benefits sections. We must use

• for any list of duties/requirements/benefits. So responsibilities list should be
  • . Also requirements list (skills, experience) should be
    • . Also maybe list of technologies under responsibilities? The responsibilities include bullet points; we can keep as list. We need to preserve all details: The responsibilities include many items grouped under headings: End-User & Technical Support (list), Service Desk Strategy, Leadership, & People Management (with subcategories), Stakeholder Communication. We should flatten into a single list? The instruction: Use
      • for any list of duties/requirements/benefits. It doesn't forbid nested headings inside list? Probably better to keep as list items, maybe with subheadings as inside
      • . But we must not invent headings. Could keep the subheadings as plain text inside
      • . That's okay. Similarly for Required Skills And Professional Experience: list: bullet points. We need to strip boilerplate: The sections about "Your future at Presidio", "About Presidio", EEO, etc. Those are boilerplate? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "Your future at Presidio" and "About Presidio" might be considered marketing fluff but not explicitly boilerplate; they are substantive about company. However they might be considered boilerplate? The instruction says remove EEO/legal etc. Not explicitly remove marketing. But we should preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep those sections if they contain substantive info about company culture, mission, etc. However the allowed headings are limited; we could put them under About the role? But they are about company, not role. Could we add a section like "About Presidio"? Not in allowed headings list. The instruction says use

        for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive? It says "use

        for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. So we should not create other headings like About Presidio. We could fold that content into About the role section? But that would be mixing role description with company info. Might be okay but could dilute. However we must preserve all substantive information; we could include it as a paragraph under About the role after role description. That seems acceptable. Similarly "Your future at Presidio" could be folded into About the role. Thus final HTML:

        About the role

        ... includes role description, travel requirement, location, shift? Actually shift goes to Schedule section.

        Schedule

        Monday–Friday, 9:00 AM – 6:00 PM ET.

        Responsibilities

        • ... list items ...

        Requirements

        • ... list items ...
        We need to ensure we include all specifics: travel requirement: "This role will be required to be onsite in Andover, MA with the knowledge this role will relocate to Somerville, MA in the next 6-8 months." So include that in About the role paragraph. Now craft the About the role paragraph: Combine "The Role" paragraph: "We are seeking an experienced Team Lead, Service Desk to provide hands-on end-user support while driving service desk strategy, operational improvements, and team performance. This is a working lead role responsible for actively handling tickets while also overseeing and managing a team of six support professionals. The ideal candidate will demonstrate strong technical depth, proven people management experience, and a track record of implementing structured service desk strategies that deliver measurable improvements." Add travel requirement sentence. Maybe also include "Shift associated with this role will be Monday–Friday, 9:00 AM – 6:00 PM ET." but we moved to Schedule. Now Responsibilities: Need to capture all bullet points. Let's extract: End-User & Technical Support - Provide onsite end-user support (Mac and Windows environments) - Troubleshoot and resolve software break/fix issues - Perform hardware support, including installation, configuration, and replacement - Manage new image builds and device provisioning - Handle incident management and ticket updates/closures - Utilize ITSM platforms for ticket tracking and reporting - Perform Install, Move, Add, and Change (IMAC) support - Diagnose and resolve operating system issues - Support Microsoft 365, Active Directory, OKTA, and related enterprise systems Service Desk Strategy, Leadership, & People Management - Developing and executing a structured service desk strategy aligned to business objectives - Improving SLA performance and overall service desk metrics - Establishing standardized processes and escalation models - Using ITSM reporting and analytics to drive performance improvements - Implementing proactive incident and problem management processes - Optimizing endpoint lifecycle management using: - JAMF (7+ years) - Microsoft Intune (7+ years) - Apple Business Manager (7+ years) - Driving automation and self-service initiatives People Management Responsibilities - Directly overseeing a team of 6 service desk professionals - Managing workload distribution and performance expectations - Coaching, mentoring, and developing team members - Conducting performance reviews and providing ongoing feedback - Interviewing, evaluating, and hiring new team members - Ensuring accountability, documentation standards, and customer service excellence - Serving as the primary escalation point for complex technical issues Stakeholder Communication - Providing regular (and in some cases daily) operational reporting to stakeholders, including SLA performance, ticket trends, and service desk health metrics We need to preserve all. We'll create list items; for sub-bullets like JAMF etc we can include as part of the same li or separate li. Probably separate li for clarity. Now Requirements: From "Required Skills And Professional Experience": - Bachelor's degree or the equivalent work experience and/or military experience - 7-9 years of end-user support experience - 7-9 years of Incident Management and/or IT Ticketing systems experience - Strong experience with Active Directory - Experience with Microsoft 365 (O365) and OKTA beyond basic administration - Strong Microsoft Product Suite knowledge - Experience supporting Apple Mac hardware and software - Experience with Disk Imaging software - Strong documentation, reporting, and analytical skills - Excellent communication and customer service skills - Proven leadership or team oversight experience We'll list each as li. Now ensure no boilerplate: Remove "Your future at Presidio", "About Presidio", EEO etc. Also remove "Applications will be accepted on a rolling basis." etc. Also remove "Presidio is committed to hiring..." etc. Also remove "Presidio has a strong commitment to the community..." etc. Also remove "Notice of Massachusetts Candidates..." etc. Also remove "Recruitment Agencies, Please Note:" etc. Also remove "For more information visit https://presidio.com". Also remove "Presidio is a trusted ally..." etc. All that is boilerplate/marketing; but some might be considered substantive? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. It does not explicitly say remove marketing fluff like "Your future at Presidio". However to be safe, we might keep them? But they are not under allowed headings; we could fold them into About the role. However they are quite generic; but they are substantive about company culture. The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. If we discard them, we lose detail. So we should incorporate them somewhere. Since we cannot create new headings, we can add paragraphs under About the role after the role description. That would preserve the info. Thus About the role paragraph will be longer, containing role description, travel requirement, schedule? Actually schedule separate. We'll include company marketing paragraphs: "Your future at Presidio..." and "About Presidio..." etc. But we need to avoid duplication; there is some repetition. We'll include them as is. Let's extract those sections: "Your future at Presidio Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future. Ready to innovate? Let's redefine what's next-together." "About Presidio Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success. At Presidio, speed and quality meet technology and innovation. Presidio