Service Desk Manager

Praxis Precision Medicines, Inc.

5h • $100,000 - $122,000 • Remote

About The Position

Praxis is seeking a Service Desk Manager to lead our IT Support Team and ensure excellent technical service delivery across the company. This role is vital to keeping our IT support experience fast, clear, and reliable. As the first line of escalation from our Service Desk Specialists, you’ll triage tickets, optimize routing, and partner across the business to resolve issues quickly. You’ll also drive process improvements, support ongoing maintenance work with our Tier II team, and proactively manage hardware and licensing needs. This is a hands-on leadership role, ideal for someone who’s energized by problem-solving, team coaching, and delivering high-integrity support in a dynamic environment.

Requirements

• 4+ years of hands-on experience with Microsoft enterprise environments, including Entra ID (Azure AD), Microsoft 365, Defender for Endpoint, and related tools
• 3+ years of experience managing a service desk or IT support team
• Proven ability to lead, coach, and develop Tier I support staff
• Strong troubleshooting skills across hardware, software, and systems in a corporate environment
• Demonstrated customer service orientation — responsive, clear, and empathetic in every interaction
• Able to triage effectively, prioritize under pressure, and manage workload in a fast-paced setting
• Experience with ITSM tools, endpoint management platforms, and remote support technologies
• Detail-oriented, proactive, and highly accountable — you take ownership and follow through

Responsibilities

• Manage day-to-day ticket intake performance and ensure SLAs are met or exceeded
• Serve as the primary point of escalation for Tier I tickets, resolving issues or coordinating handoff to Tier II as needed
• Support the Tier II team on ongoing IT maintenance and infrastructure projects
• Identify and escalate trends in hardware and licensing needs before they impact the business
• Coach, mentor, and develop a small team (3–4) of Tier I Service Desk Specialists
• Partner cross-functionally with internal teams and external vendors to ensure seamless service
• Develop documentation, workflows, and training to improve consistency and efficiency

Benefits

• 99% of the premium paid for medical, dental and vision plans
• company-paid life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverage
• dollar-for-dollar match up to 6% on eligible 401(k) contributions
• long-term stock incentives and ESPP
• discretionary quarterly bonus
• extremely flexible wellness benefit
• generous PTO
• paid holidays and company-wide shutdowns

What This Job Offers

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