Massachusetts Jobs

Description

Robert Half is currently partnering with a leading Boston Managed Service Provider (MSP) that caters to top-tier financial services firms and law firms, providing white-glove IT services. To further bolster their exceptional service delivery, the firm seeks an experienced Service Desk Manager. As a Service Desk Manager, you will be at the heart of the operation, leading, mentoring, and developing a team of 3 Service Desk Engineers, ensuring the delivery of prompt and effective issue resolution for clients.

Key Responsibilities:

• Oversee the daily operations of the service desk team.

• Lead, mentor, and develop a team of Service Desk Engineers.

• Implement and refine service desk best practices to guarantee timely resolution of client issues.

• Serve as the primary point of contact for clients regarding service desk operations, escalations, and service delivery concerns.

• Maintain an in-depth understanding of clients' needs and provide client feedback to support the development and enhancement of services.

• Coordinate with clients and internal team to ensure timely delivery and quality of services.

• Perform hands-on troubleshooting and issue resolution when necessary.

• Implement and manage various technologies for clients such as Azure AD, Zerto/Veeam/Disaster Recovery, M365 Backup Systems and other small business integrations

  Requirements

• Proven experience in managing a service desk in a fast-paced environment.

• Familiarity with PSA systems such as Autotask or Connectwise.

• Strong understanding of Microsoft MFA, DUO, Mimecast, SOPHOS, Threatlocker, Datto RMM/LogMeIn Microsoft 365, Virtualization/ESXi, Backup systems, Antivirus/MDR Systems, etc.

• Excellent leadership and team development skills.

• Outstanding client service and relationship building skills

• Experience in managing service delivery for high-value, professional clientele.

• Strong technical and problem-solving skills.

• Excellent communication and presentation skills.

• Strong organizational and multitasking abilities.

This role represents an exceptional opportunity for a skilled Service Desk Manager to join a robust team, develop a service desk function, and help drive service delivery excellence.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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