Sr Manager, Service Desk (Boston office - Hybrid)

Public Consulting Group•Boston, MA

10d•Hybrid

About The Position

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com . Duties & Responsibilities Responsible for the strategy, performance, and business outcomes of the service desk function. Responsible for the daily operations and performance of a technical service desk team. Provide operational oversight: manage daily ticket flow, monitor queues, and adjust staffing levels to prevent bottlenecks. Team leadership: recruit, train, and mentor service desk technicians to foster a culture of professional growth and high-quality customer service. Define and enforce Service Level Agreements (SLAs), tracking key metrics like First Contact Resolution and Mean Time to Resolve. Act as the primary point for complex technical issues and manage high-pressure stakeholder communications during major incidents. Leverage ITIL best practices to standardize workflows, promote automation, and develop a robust knowledge base for self-service. Lead major incident management, including stakeholder communications and post-incident reviews. Partner with other IT teams (Network, Infrastructure, Product) to coordinate system updates and resolve recurring problems. Interface with Sr. Management on business requirements/ objectives and translate them into technical specifications with solution proposals. Oversee asset management lifecycle through procurement, deployment, refresh, reclamation, and disposal. Act as top-level escalation support for service desk technicians in troubleshooting problems. Create and maintain team and product documentation, training guides, and standard operating procedures. Manage relationships with hardware logistics providers and suppliers to ensure SLA compliance, timely returns, and inventory accuracy. Research new and existing technologies and provide recommendations. Continually seeks opportunities to strengthen client relationships by interacting proactively and effectively at all levels of the organization Present service performance, trends, and improvement plans in clear, executive‑level language. Ensure adherence to company policies and procedures. All other duties as assigned

Requirements

Proven ability to lead large-scale service desk or IT operations teams.
Passionate about engaging with customers to understand their concerns and have a strong desire to lead and drive initiatives that improve our customer’s experience
Strong understanding of ITIL 4 principles, particularly Incident, Problem, Change, and Service Level Management.
Data-driven with proficiency using ITSM analytics to identify underlying trends, predict recurring issues, and influence decisions.
Broad technical knowledge across Windows OS, Active Directory, Networking, Azure services, and Unified Endpoint Management (UEM).
Demonstrated success implementing automation, self-service, and AI-assisted support.
Proficiency with modern ITSM platforms such as ServiceNow, Jira Service Management, or Remedyforce
Proficiency with the creation and maintenance of a high-quality Knowledge Base (KB) to empower both agents and users.
Strong communication and listening ability to build rapport with clients and translating technical jargon into clear, supportive language.
Experience with asset lifecycle management including inventory tracking, overseeing break/fix procedures, and scheduled refresh planning.
Demonstrated experience maintaining a calm, methodical approach during high-pressure system outages and tense situations.
Excellent customer service focus and analytical problem-solving abilities
Able to effectively prioritize tasks in a demanding environment
Strong documentation skills and can publish written standards for use by network peers
Strong interpersonal, written, and oral communication and presentation skills
Highly self-motivated and directed, with keen attention to detail
Bachelor’s degree in computer science, information systems, engineering or related discipline required.
8 – 12 years of IT support; infrastructure or operations preferred.
5+ years in a lead or managerial capacity.

Nice To Haves

Master’s degree in business or technology discipline preferred.
ITIL Foundations, HDI Support Center Manager, or PMP highly preferred.

Responsibilities

Responsible for the strategy, performance, and business outcomes of the service desk function.
Responsible for the daily operations and performance of a technical service desk team.
Provide operational oversight: manage daily ticket flow, monitor queues, and adjust staffing levels to prevent bottlenecks.
Team leadership: recruit, train, and mentor service desk technicians to foster a culture of professional growth and high-quality customer service.
Define and enforce Service Level Agreements (SLAs), tracking key metrics like First Contact Resolution and Mean Time to Resolve.
Act as the primary point for complex technical issues and manage high-pressure stakeholder communications during major incidents.
Leverage ITIL best practices to standardize workflows, promote automation, and develop a robust knowledge base for self-service.
Lead major incident management, including stakeholder communications and post-incident reviews.
Partner with other IT teams (Network, Infrastructure, Product) to coordinate system updates and resolve recurring problems.
Interface with Sr. Management on business requirements/ objectives and translate them into technical specifications with solution proposals.
Oversee asset management lifecycle through procurement, deployment, refresh, reclamation, and disposal.
Act as top-level escalation support for service desk technicians in troubleshooting problems.
Create and maintain team and product documentation, training guides, and standard operating procedures.
Manage relationships with hardware logistics providers and suppliers to ensure SLA compliance, timely returns, and inventory accuracy.
Research new and existing technologies and provide recommendations.
Continually seeks opportunities to strengthen client relationships by interacting proactively and effectively at all levels of the organization
Present service performance, trends, and improvement plans in clear, executive‑level language.
Ensure adherence to company policies and procedures.
All other duties as assigned