Manager, Desktop Support

The Brattle Group

Boston, MA, United States
Base: $135,000 - $145,000 annually; bonus/equity: ...
On-site
Oversee helpdesk and desktop teams
Manage ticket queues and slas
Resolve escalated technical problems
The position oversees the Helpdesk and Desktop teams, overseeing the Helpdesk queue, providing technical support for end-users' desktop systems, software, and hardware, ensuring timely resolution of IT issues and maintaining high customer satisfaction

Job Summary

  • The position oversees the Helpdesk and Desktop teams, overseeing the Helpdesk queue, providing technical support for end-users' desktop systems, software, and hardware, ensuring timely resolution of IT issues and maintaining high customer satisfaction.
  • Supervising and evaluating Helpdesk and Desktop support staff, managing all tickets in Helpdesk and Desktop queues including routing, escalation and resolution are key responsibilities.
  • Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance.

Matching Summary

The position oversees the Helpdesk and Desktop teams, overseeing the Helpdesk queue, providing technical support for end-users' desktop systems, software, and hardware, ensuring timely resolution of IT issues and maintaining high customer satisfaction.

Salary

Base: $135,000 - $145,000 annually; Bonus/Equity: Bonus program; Benefits: Competitive benefits package

Skills & Requirements

Must-have

  • Oversee Helpdesk and Desktop teams
  • Manage ticket queues and SLAs
  • Resolve escalated technical problems
  • Maintain hardware and equipment inventory
  • Establish best practices and SOPs

Nice-to-have

  • Motivate team to achieve goals
  • Provide excellent customer service
  • Work independently and communicate effectively

Key Requirements

  • BSc degree in Computer Science, Information Technology or relevant field
  • At least seven (7) years of progressive experience
  • At least three (3) years of experience managing teams
  • ITIL Foundations Certification a plus
  • Experience with deployment computing or software in an enterprise environment

Work Rights

Not specified

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