> Markdown version of [/jobs/ext/566236-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/566236-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** The Berkshire Group - **Location:** Boston, MA, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Microsoft Azure, Microsoft Outlook, Desktop Computing, Microsoft Office, Microsoft PowerPoint, Microsoft SharePoint, Software Deployment, User Environment Management, Headsets, Operational Systems - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4cbbf66356fd3fc7 ## About the Role Do you have experience in Windows?, Do you have a Bachelor's degree?, * 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, using critical thinking and problem solving * Demonstrated multi-modal communication style that reaches every stakeholder, specifically excellent verbal, and written communications * Ability to communicate with and manage up to senior management * Collaborative working style with inclusive work and thinking behaviors, commitment to excellence in teams and work product, with a strong work ethic * Demonstrate emotional intelligence in high pressure and sensitive situations * Tenacity, patience, and perseverance to work with business deals from beginning to end of process * Represent the Berkshire employment brand well to candidates by seeking to understand the capabilities and insights of people with unique backgrounds, cultures, styles, and abilities * Maintain confidentiality of sensitive information and communications of information * Develop productive working relationships with all team members including internal clients and external third parties * Demonstrated high level of ethics and integrity with a straightforward and honest approach Technical/Educational Requirements: * Bachelor's degree preferred or the equivalent in on-the-job experience * Demonstrated ability to use and learn new technology (e.g., computers/hardware, mobile, software, cloud-based programs) * Proficiency with computers, keyboards, monitors and telephone headsets. * Proficiency in Microsoft Suite of Products (e.g., Word, Outlook, Excel, Teams, Power Point, SharePoint, Stream etc.) * Proficiency with current versions of Windows, Edge, Azure * Proficiency with remote/virtual meeting technology and how to conduct online meetings/training * Proficiency with SharePoint & Stream for internal social media content ## Description The Service Desk Manager is responsible for the leadership, performance, and continuous improvement of the service desk function, ensuring a consistent and high-quality end-user support experience across Berkshire. This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized. The Service Desk Manager is accountable for both day-to-day service delivery and the evolution of the team beyond reactive ticket handling., Service Desk Leadership * Supervise help desk resources to ensure a consistently high level of service * Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution * Lead and manage a 4-person team, including performance management, coverage, and accountability * Establish and enforce team performance expectations, work prioritization, and service standards * Responsible for meeting defined service levels and improving measurable service performance * Serve as the escalation point for complex or high-impact issues * Consistently demonstrate use of tact and discretion Customer Experience * Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions * Enforce ownership of tickets through resolution and maintain high service quality standards Operational Management & Prioritization * Establish and enforce Service Level Agreements (SLAs) and performance metrics * Transition the team from reactive ticket handling to structured, prioritized execution * Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work * Monitor queue health, backlog, and team capacity, adjusting workload as needed Asset, Procurement, and Budget Management * Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards * Assist in the budgeting process for hardware and software across corporate and property environments * Maintain an accurate inventory of all Berkshire technology assets Endpoint and Workplace Technology Management * Maintain computer images and endpoint standards across the environment * Oversee endpoint lifecycle processes including provisioning, inventory, and hardware recycling * Maintain and support video conferencing capabilities for corporate and regional offices Team Utilization and Capability Building * Ensure effective use of team capacity across both reactive and planned work * Expand team contributions to include structured operational tasks such as application deployments and lifecycle activities Coordination and Vendor Management * Coordinate with infrastructure and security teams for escalations and dependencies * Manage service desk interactions with vendors supporting hardware, software, and end-user services ## Related Videos - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Apple Vision Pro: Proven Development Methods Meet the Latest Technology](https://www.wearedevelopers.com/videos/1190-apple-vision-pro-proven-development-methods-meet-the-latest-technology) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)