Team Lead, Service Desk

Presidio • Woburn, MA

20h • Onsite

About The Position

We are seeking an experienced Team Lead, Service Desk to provide hands-on end-user support while driving service desk strategy, operational improvements, and team performance. This is a working lead role responsible for actively handling tickets while also overseeing and managing a team of six support professionals. The ideal candidate will demonstrate strong technical depth, proven people management experience, and a track record of implementing structured service desk strategies that deliver measurable improvements. This role will be required to be onsite in Andover, MA with the knowledge this role will relocate to Somerville, MA in the next 6-8 months. Shift associated with this role will be Monday–Friday, 9:00 AM – 6:00 PM ET.

Requirements

• Bachelor's degree or the equivalent work experience and/or military experience
• 7-9 years of end-user support experience
• 7-9 years of Incident Management and/or IT Ticketing systems experience
• Strong experience with Active Directory
• Experience with Microsoft 365 (O365) and OKTA beyond basic administration
• Strong Microsoft Product Suite knowledge
• Experience supporting Apple Mac hardware and software
• Experience with Disk Imaging software
• Strong documentation, reporting, and analytical skills
• Excellent communication and customer service skills
• Proven leadership or team oversight experience

Nice To Haves

• JAMF (7+ years)
• Microsoft Intune (7+ years)
• Apple Business Manager (7+ years)

Responsibilities

• Provide onsite end-user support (Mac and Windows environments)
• Troubleshoot and resolve software break/fix issues
• Perform hardware support, including installation, configuration, and replacement
• Manage new image builds and device provisioning
• Handle incident management and ticket updates/closures
• Utilize ITSM platforms for ticket tracking and reporting
• Perform Install, Move, Add, and Change (IMAC) support
• Diagnose and resolve operating system issues
• Support Microsoft 365, Active Directory, OKTA, and related enterprise systems
• Developing and executing a structured service desk strategy aligned to business objectives
• Improving SLA performance and overall service desk metrics
• Establishing standardized processes and escalation models
• Using ITSM reporting and analytics to drive performance improvements
• Implementing proactive incident and problem management processes
• Optimizing endpoint lifecycle management using: JAMF (7+ years), Microsoft Intune (7+ years), Apple Business Manager (7+ years)
• Driving automation and self-service initiatives
• Directly overseeing a team of 6 service desk professionals
• Managing workload distribution and performance expectations
• Coaching, mentoring, and developing team members
• Conducting performance reviews and providing ongoing feedback
• Interviewing, evaluating, and hiring new team members
• Ensuring accountability, documentation standards, and customer service excellence
• Serving as the primary escalation point for complex technical issues
• Providing regular (and in some cases daily) operational reporting to stakeholders, including SLA performance, ticket trends, and service desk health metrics

Benefits

• Presidio is committed to hiring the most qualified candidates to join our amazing culture.
• We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities.
• We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio.
• Diversity of skills and thought is a key component to our business success.
• Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree