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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Lead Service Desk Specialist - **Company:** RA Capital Management, L.P. - **Location:** Boston, MA, United States - **Experience:** Expert - **Salary:** $80,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple IOS, Apple Mac Systems, Software as a Service, Software Documentation, Identity and Access Management, Information Technology Operations, Okta, ServiceNow IT Service Management, Software Troubleshooting, Microsoft InTune, Information Technology, Casper Suite, Gsuite - **Published:** June 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fc7cb93aacdd5859 ## About the Role Do you have experience in macOS?, Do you have a Bachelor's degree?, The ideal candidate is a collaborative technical lead with strong customer-service instincts, excellent communication skills, and a passion for mentoring others and improving IT support processes in a fast-paced environment., * Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience * 7+ years of experience in IT support, Service Desk, or IT Operations roles * Experience supporting Tier 1 and Tier 2 technical environments in a professional organization * Prior experience mentoring, leading, or managing Service Desk team members preferred * Strong customer service skills with the ability to communicate effectively with both technical and non-technical users * Excellent written and verbal communication skills * Ability to prioritize tasks, manage competing priorities, and operate effectively in a fast-paced environment * Professional demeanor with strong interpersonal, leadership, and teamwork skills * Strong troubleshooting and problem-solving capabilities across a variety of technologies * Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android) * Experience with identity management, endpoint management, and SaaS application support * Experience with Google Workspace, preferred Additional Requirements: * Must be based in the greater Boston area, no relocation * Ability to work an on-site schedule in our Boston office (Back Bay) 4 days a week * Occasional early or late hours may be required to support team coverage and operational needs * Must be authorized to work in the United States now and in the future without sponsorship or transfers ## Description As a Lead IT Service Desk Specialist, you will serve as a member of the IT Operations team, providing frontline technical support while helping lead and mentor the Service Desk function. In this role, you will balance hands-on technical troubleshooting with day-to-day oversight of Service Desk operations, ensuring high-quality support and an excellent employee experience across the organization., * Provide Tier 1 and Tier 2 technical support by troubleshooting and resolving issues submitted through the IT ticketing system * Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and implement solutions * Serve as an escalation point for complex technical issues while maintaining ownership through resolution * Lead day-to-day Service Desk operations, helping prioritize workloads and ensure timely response and resolution of support requests * Mentor, train, and support Service Desk team members, promoting technical growth and strong customer-service practices * Monitor ticket queues, team performance, and support metrics to help maintain service levels and improve operational efficiency * Collaborate with other members of the IT team to diagnose and resolve advanced technical issues * Assist with documenting support procedures, knowledge base articles, and operational best practices * Identify opportunities for process improvement and help implement enhancements to the end-user support experience * Escalate issues as needed while maintaining clear communication with employees and stakeholders What You Will Get to Do * Lead and support daily Service Desk operations in a dynamic IT environment * Provide hands-on technical support while mentoring and developing junior Service Desk team members * Work with and support technologies including Okta, Google Workspace, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune * Partner closely with Infrastructure, Security, and Business Operations teams to support company-wide technology initiatives * Help drive operational improvements, documentation standards, and support best practices * Develop insight into how IT Operations supports and enables the broader business ## Related Videos - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Let your iOS app read texts](https://www.wearedevelopers.com/videos/167-let-your-ios-app-read-texts) ## Related Articles - [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) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [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) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026)