As a Lead IT Service Desk Specialist, you will serve as a member of the IT Operations team, providing frontline technical support while helping lead and mentor the Service Desk function. In this role, you will balance hands-on technical troubleshooting with day-to-day oversight of Service Desk operations, ensuring high-quality support and an excellent employee experience across the organization.
The ideal candidate is a collaborative technical lead with strong customer-service instincts, excellent communication skills, and a passion for mentoring others and improving IT support processes in a fast-paced environment.
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
- Assist with 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
CompensationRA Capital Management is committed to fair and equitable compensation practices. Pay for this position will be based on experience, skills, qualifications, and current market conditions.
In addition to base salary (listed below), employees may be eligible for performance-based bonuses and a comprehensive benefits package that includes health insurance, retirement contributions, and paid time off.
Total RewardsWe take pride in offering a comprehensive employee benefits program as a key part of overall compensation. Our Total Rewards include:
- Employer-paid monthly premiums for health, dental, and vision coverage
- Wellness benefits and programs to support physical and mental well-being
- Resources and perks that enhance work-life balance and financial security
We're dedicated to helping our employees thrive professionally and personally.
Massachusetts base pay range
$80,000-$100,000 USD
