Information Technology Service Desk Manager

SG Computers, a fast-growing cloud-based Managed Service Provider (MSP), is seeking a skilled and experienced Service Desk Supervisor to lead our dedicated team in delivering exceptional IT support. In this hands-on leadership role, you will oversee daily service desk operations, mentor team members, and ensure the delivery of efficient, high-quality customer service aligned with our organizational goals.

Key Responsibilities:

• Supervise and guide the service desk team, ensuring adherence to performance standards, our SLO’s, SLA’s, policies, and procedures.
• Act as the escalation point for complex or unresolved technical issues, providing hands-on support when needed.
• Monitor ticket queues, ensuring timely responses, resolutions, and accurate documentation within the ticketing system.
• Lead team meetings and performance reviews to foster continuous improvement and development.
• Maintain and enhance knowledge base documentation, including procedures, standards, and troubleshooting guides.
• Collaborate with internal teams to identify and implement process improvements for better efficiency and customer satisfaction.
• Oversee onboarding/offboarding processes, ensuring proper setup and configuration of user accounts, equipment, and software.
• Perform administrative tasks, including tracking KPIs, preparing reports, and assisting with resource planning.
• Support IT operations including systems and Office 365 administration.

Requirements:

• 3–5 years of experience in a helpdesk/service desk role, with at least 1 year in a supervisory capacity.
• Strong technical expertise in Windows 10/11, Office 365 administration, and basic networking (TCP/IP, DNS, WINS).
• Experience in cloud technologies and ITIL frameworks is highly desirable.
• Proven ability to manage and mentor a team, with excellent organizational and problem-solving skills.
• Exceptional communication and interpersonal abilities, with a customer-first mindset.
• Critical thinking and troubleshooting expertise to resolve complex, nonrecurring issues.
• Reliable transportation and the ability to work onsite at our Waltham, MA office.

Why Join SG Computers?

At SG Computers, we pride ourselves on fostering a collaborative, innovative environment where every voice matters. As a Service Desk Supervisor, you'll have the chance to lead a team, grow your career, and contribute to the success of a cutting-edge MSP.

Apply today and become part of our mission to deliver top-tier IT solutions with white-glove support!

Job Type: Full-time