Job Description:

The Service Desk Manager post is a brand-new role, reporting to the CTO, created to manage and evolve the Service Desk function. As a key member of the IT team, you will work closely with other IT leaders and heads of business units across a wide variety of user-facing technology projects. You will be defining a service strategy and refining existing standards and procedures, focusing on service excellence, user enablement and continuous improvement, owning the service management process, including SLAs, escalation, status reporting, and knowledge base.

Currently, all employees are working from home however, when appropriate, all personnel will return to the Head Office location and so the successful candidate must be able to commute to central Boston.

The Firm:

Working for a Boston-based investment management firm that has been operating for over 20 years and is continuing to grow, in size, reputation and professionalism.


· Manage the Service Desk team (staff of 3) and the Service Desk process

· Mentor the team while also being an expert practitioner (player/coach model)

· Responsible for all installation, configuration, and maintenance of user-facing technology, including desktops, laptops, mobile devices, desktop software, telephony, and AV equipment

· Provide exceptional, white-glove IT support to the firm

· Oversee and prioritize the request queue, ensuring the correct resources are engaged in resolving issues.

· Focus on identifying trends and root causes, and address those appropriately

· Prioritize user needs, while maintaining an appropriate cybersecurity and compliance posture

· Continuously identify areas of improvement and evolve the team and process, as necessary.

· Leverage Service Desk metrics and reports to measure impact and make further improvement recommendations

· Identify appropriate training/educational needs for Service Desk Specialists

· Communicate technical information to both technical and non-technical personnel


· BSc. or equivalent degree

· 7+ years of help desk experience, at least 2 in a manager or lead role

· Advanced knowledge of Microsoft products including Active Directory, Office 365, SharePoint, and Windows 10

· Hands-on experience with mobile device management (IOS) and BYOD

· Familiarity with Service Desk / request tracking software

· General knowledge of various technology platforms, cybersecurity, and application development

· Excellent communication and problem-solving skills with a good measure of ingenuity

· Detail-oriented and highly organized, able to handle a variety of tasks in an efficient manner

*Candidates MUST be eligible to live and work in the USA to be considered for this role.*

To apply for this role please email our SDR associates at on or call them at +44 (0)7766 103649

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