IT Service Desk Manager

Ounce IT LLC - Framingham, MA

Full-time - Mid Level

Framingham, MA

About the position

The IT Service Desk Manager at OunceIT is responsible for overseeing the operational effectiveness and growth of the Service Desk team. This role involves managing the IT ticket queues, ensuring service requests and incident reports are addressed and resolved efficiently. The manager will lead a team of help desk technicians, communicate with colleagues across the organization, and collaborate with client account managers on strategic planning and contract negotiations. The position requires a strong technical support background, excellent leadership skills, and a commitment to customer service.

Responsibilities

• Manage the operational effectiveness and growth of the Service Desk team.
• Oversee the IT ticket queues, ensuring service requests and incident reports are addressed and resolved appropriately.
• Lead and mentor a team of help desk technicians.
• Communicate effectively with colleagues across the organization to meet customer service targets.
• Collaborate with client account managers on strategic planning and contract negotiations.
• Provide direct hands-on technical support as needed.
• Manage competing priorities and ensure timely project completion.

Requirements

• 5+ years of hands-on experience in Technical Support, ideally in a consulting or MSP environment.
• 2+ years of experience managing and developing small to medium-sized teams.
• Strong technical support background with experience in supervising service desk technicians.
• Excellent organizational, task management, and communication skills.
• Demonstrable project/process management experience in a technical environment.
• Strong customer service skills in both in-person and remote situations.

Nice-to-haves

• SQL experience is a plus, but not required.

Benefits

• Health insurance
• Paid time off
• Retirement matching