IT Service Desk Manager (Hands-On) - Hybrid

About the Role

Great Gray Group is seeking an IT Service Desk Manager to lead our newly insourced helpdesk function. In this hands-on leadership role, you’ll manage a small team of Service Desk Technicians supporting remote employees and colleagues across multiple office locations.

You’ll help ensure timely, high-quality support, strengthen IT service processes, and partner with internal teams to keep employees productive and supported.

Responsibilities

• Lead and coach a small service desk team, with an emphasis on hands-on troubleshooting
• Manage day-to-day helpdesk operations, including ticket handling, prioritization, and escalation
• Support users across remote and four office locations (Boston, MA; Wilmington, DE; Las Vegas, NV, plus additional sites)
• Ensure service quality by monitoring performance metrics and improving workflows
• Coordinate with IT and other stakeholders to resolve incidents and reduce repeat issues
• Document processes and support knowledge-sharing to improve first-contact resolution

Requirements

• Proven experience in IT support/service desk operations
• Leadership experience managing or mentoring technical support staff
• Strong troubleshooting skills across common enterprise technologies
• Ability to manage competing priorities while maintaining a service-focused mindset
• Excellent communication skills for supporting both technical and non-technical users

Benefits

• Opportunity to build and improve a newly insourced helpdesk function
• Collaborative team environment focused on continuous improvement
• Chance to make a meaningful impact on employee experience and IT service delivery