Manager of IT Service Desk

Great Gray is hiring a Manager of IT Service Desk to lead its newly insourced helpdesk function. This is a hands-on leadership role responsible for managing a small team of Service Desk Technicians supporting remote employees and those located across four office locations - Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA. The Manager will own the IT service delivery function including establishing consistent processes, managing the team's work through Microsoft 365 and Jira Service Management, and serving as the primary internal resource for Cisco Meraki Wi-Fi networks, Fortinet firewalls, and FortiClient VPN across all physical office locations. For complex or infrastructure-level network needs, the Manager will engage and coordinate with an external networking vendor under contract.

Standard coverage runs 8:00 AM to 7:30 PM Eastern (based on Service Desk Technicians located coast-to-coast). Outside those hours, the Manager serves as the on-call escalation contact for P1 and P2 incidents., Service Desk Leadership

• Lead, develop, and manage five Service Desk Technicians distributed across Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA, including onboarding, performance management, and day-to-day coaching
• Coordinate staggered shift schedules across Eastern and Pacific time zones to maintain 8:00 AM - 8:00 PM ET in-office coverage, Monday through Friday
• Establish and enforce service desk workflows, ticket standards, and escalation procedures within Jira Service Management
• Define and track SLAs and KPIs; use metrics to drive continuous improvement in resolution time, ticket quality, and user satisfaction
• Manage workload distribution and coverage across locations to meet organizational demand
• Oversee IT asset lifecycle, software licensing, and procurement coordination
• Foster a team culture built on ownership, responsiveness, and continuous improvement

Hands-On Service Delivery & On-Call Escalation

• Actively work tickets alongside the team, particularly during the transition period or periods of high demand
• Serve as the primary escalation point for complex incidents across Microsoft 365, Entra ID / Azure AD, endpoint management, and network infrastructure
• Administer and support the M365 environment, including Exchange Online, Teams, SharePoint, and Intune
• Serve as the on-call escalation contact for P1 and P2 incidents outside of standard support hours; call volume is expected to be low and is primarily in place to support offshore and off-hours operations when critical issues arise

Network Infrastructure: Hands-On

• Serve as the primary internal resource for Cisco Meraki Wi-Fi network administration across all four office locations, including access point configuration, troubleshooting, and ongoing management via the Meraki dashboard
• Administer and maintain Fortinet firewall environments at each physical office location, including policy management, firmware updates, and connectivity troubleshooting
• Support and manage FortiClient VPN for remote access, including user provisioning, connectivity troubleshooting, and configuration changes
• Engage and manage the third-party networking vendor for complex or infrastructure-level network issues that exceed in-house scope, including scoping work, coordinating access, and validating resolution
• Own network-related incident response at the office level; triage, resolve, or escalate to the external vendor to minimize business impact

Process & Documentation

• Build and maintain runbooks, knowledge base articles, and standard operating procedures for common service desk and network scenarios
• Contribute to IT policy development and enforce compliance with established standards
• Report regularly to the Director of IT on team performance, open issues, and operational risks, The pay range displayed above is the base pay compensation range that Great Gray expects to pay for this position at the time of this posting. Individual compensation within this range depends on multiple factors, including the candidate's prior education, relevant work experience, and training, as well as position location and local market demands. Our pay-for-performance culture also includes participation in an annual incentive bonus plan for this position which is not included in the 'Base Pay Range' noted above.

• Demonstrated experience leading or managing an IT service desk or helpdesk team
• Hands-on proficiency with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, Intune, and Entra ID / Azure AD
• Practical experience with Jira Service Management or a comparable ITSM ticketing platform
• Hands-on experience administering Cisco Meraki Wi-Fi networks, including access point management and the Meraki dashboard; this skill does not currently exist in-house and is required
• Hands-on experience with Fortinet firewalls, including firewall policy management and connectivity troubleshooting; this skill does not currently exist in-house and is required
• Experience supporting FortiClient VPN, including user provisioning and remote access troubleshooting
• Comfortable serving as the on-call escalation contact for P1/P2 incidents; prior on-call or escalation-rotation experience is expected
• Experience managing or coordinating with third-party technology vendors or managed service providers
• Strong understanding of service desk best practices and SLA management (ITIL Foundation experience preferred)
• Experience coordinating distributed teams across multiple time zones
• Experience supporting a vendor transition or MSP offboarding is a meaningful differentiator
• Clear communicator who engages effectively with end users, technicians, and senior leadership
• Experience in a regulated environment (financial services, fintech, or similar) is an advantage
• Player-coach mindset: comfortable building process and getting things done at the same time
• Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration

5.05.0 out of 5 stars Boston, MA Hybrid work $100,000 - $120,000 a year - Full-time, Pulled from the full job description

• 401(k)

• Health insurance

• Vision insurance

• Dental insurance

• Disability insurance, We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:

• Be an integral part of a high-growth organization!

• Competitive compensation package

• Group medical, dental and vision insurance

• Employer-paid life and disability insurance

• Annual well-being stipend

• Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement

Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts ("CITs"), with over $370 billion in CIT assets under management, across more than 1,020 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James. CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront. Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market. Madison Dearborn Partners ("MDP") purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP. Investor Background MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.