Berkshiregroupllc
Service Desk Manager
Boston Headquarters. Posted 5 months ago
The role
The Service Desk Manager leads the service desk function and manages a 4-person team. This role ensures high-quality end-user support and manages day-to-day service delivery and operational structure.
What you will do
- Supervise help desk resources to ensure a consistently high level of service
- Manage day-to-day service desk operations including ticket flow and workload distribution
- Lead and manage a 4-person team including performance management and coverage
- Establish and enforce team performance expectations and service standards
- Serve as the escalation point for complex or high-impact issues
- Ensure consistent delivery of responsiveness and clear communication
- Establish and enforce Service Level Agreements and performance metrics
- Manage and analyze purchasing needs for equipment
- Assist in the budgeting process for hardware and software
- Maintain an accurate inventory of all Berkshire technology assets
Required qualifications
- At least five (5) years’ experience in a service desk role
- At least two (2) years leading or managing a team
- Aptitude for organizing, prioritizing, and managing multiple priorities
- Excellent verbal and written communications
- Ability to communicate with and manage up to senior management
- Collaborative working style
- Demonstrate emotional intelligence in high pressure and sensitive situations
- Tenacity, patience, and perseverance
- Maintain confidentiality of sensitive information
- Demonstrated high level of ethics and integrity
- Demonstrated ability to use and learn new technology
- Proficiency with computers, keyboards, monitors and telephone headsets
Nice to have
- Bachelor’s degree preferred or the equivalent in on-the-job experience
Benefits
- Programs and incentives that promote physical, mental, financial, and behavioral wellbeing
About the company
Berkshire Residential Investments is a people-first real estate investment company. They value individual skills and perspectives to serve employees, investors, residents, and other stakeholders.