Manager of IT Service Desk

Great Gray • Boston, MA

7d • $100,000 - $120,000 • Hybrid

About The Position

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.

Requirements

• 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
• Clear communicator who engages effectively with end users, technicians, and senior leadership
• Player-coach mindset: comfortable building process and getting things done at the same time

Nice To Haves

• Experience supporting a vendor transition or MSP offboarding is a meaningful differentiator
• Experience in a regulated environment (financial services, fintech, or similar) is an advantage

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed