ALS Lab Manager
CGS Federal (Contact Government Services)
Service Desk Manager
InvoiceCloud, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $145,000 per year
Job Level
Mid-LevelSenior
Tech Stack
JamfMacOS
About the role
- Manage and develop the Modern Desktop team, fostering a collaborative and high-performing environment
- Oversee daily Service Desk and Desktop Engineering operations, including queue management and escalations
- Execute short and long-term initiatives as defined by Modern Desktop leadership
- Build relationships with key stakeholders, acting as primary contact for IT issues and facilitating communication
- Ensure policies, processes, and best practices are documented, maintained, and distributed
- Regularly assess system and team performance, identify issues, and implement improvements
- Maintain service quality, track response SLAs, and oversee ticket quality and NPS scores
- Build and maintain training curriculum for Modern Desktop team members
- Align project prioritization and status with leadership, escalating issues when necessary
- Automate critical processes, including employee lifecycle management
- Proactively identify and resolve recurring IT issues
- Curate, test, and implement new tools for the Modern Desktop team
- Implement IT policies and procedures following industry standards like ITIL
- Assist with other duties as defined by Modern Desktop leadership
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or a related field (preferred)
- 2+ years of IT management experience
- 5+ years of IT administration / engineering experience in a fast-paced environment
- Strong SaaS administration experience including M365, Okta, Atlassian, Slack, Zoom
- Proven experience managing Windows & macOS devices with MDM tools (Intune, Jamf)
- Strong project management skills
- Experience leading AV / conference room initiatives both onsite and remote
- Excellent communication skills
- Customer service-oriented approach to internal and external support
- Experience automating IT processes
- Knowledge of security and compliance principles from an IT perspective
- Relevant certifications in ITIL, M365, Okta are a plus
Benefits
- Employees may be eligible for an annual bonus or commission.
- Some roles may be eligible for overtime pay.
- Hybrid work schedule (3 - 4 days in office)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT managementIT administrationSaaS administrationWindows managementmacOS managementMDM toolsproject managementIT process automationsystem performance assessmenttraining curriculum development
Soft skills
collaborationcommunicationcustomer serviceproblem-solvingrelationship buildingleadershiporganizational skillsinitiativeadaptabilitystakeholder management
Certifications
ITILM365Okta
