Lead Service Desk Specialist

RA Capital Management•Boston, MA

10d•Hybrid

About The Position

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. 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.

Requirements

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
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

Responsibilities

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
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