The RoleWe 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.
Travel Requirements: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.
Shift associated with this role will be Monday-Friday, 9:00 AM - 6:00 PM ET.
Responsibilities Include: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 Candidates must have experience implementing measurable improvements within a service desk environment while effectively managing and developing staff.
Strategic & Leadership Responsibilities Include:- 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
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
