Manager, Desktop Support

The Brattle Group, a privately held, global economics consulting firm, is looking for a Manager, Desktop Support to join our Boston, MA office. The position oversees the Helpdesk and Desktop teams, overseeing the Helpdesk queue, providing technical support for end-users' desktop systems, software, and hardware, ensuring timely resolution of IT issues and maintaining high customer satisfaction. Facilitates the IT Helpdesk and Desktop functions to identify, resolve, and prevent the reoccurrence of problems and work withing corporate policies and processes. Possesses the ability to work with the Director of IT Infrastructure and Operations to create, train and manage the IT Helpdesk and Desktop staff. Aligns IT Helpdesk and Desktop team with the overall goals of the IT department. Quickly and effectively resolves escalated technical problems with hardware/software essential to the position.

Some of the day-to-day responsibilities of this role include:

• Supervising and evaluating Helpdesk and Desktop support staff
• Manage all tickets in Helpdesk and Desktop queues including routing, escalation and resolution
• Act as a subject matter expert and provide technical assistance to teams
• Managing and maintaining an accurate inventory of hardware devices and equipment; perform regular audits to ensure that information is accurate
• Contribute to improving customer support by actively responding to queries and handling feedback
• Establish Helpdesk and Desktop best practices through the entire technical support process
• Establish and align standard operating procedures for service management and delivery
• Assist in creation of new processes and documentation
• Works with team to acquire service level performance metrics for all Helpdesk and Desktop queue metrics
• Assist with documentation of onboarding and new hire training procedures
• Assist in office move related tasks and vendor management in coordination with Director of IT Infrastructure and Operations

THE CANDIDATE

• BSc degree in Computer Science, Information Technology or relevant field; ITIL Foundations Certification a plus
• At least seven (7) years of progressive experience in Computer Operations, PC Desktop and Help Desk support
• At least three (3) years of experience in managing end-user support teams
• Proven ability to lead others toward organizational and department goals
• Proven experience supervising, mentoring, developing and reviewing team members
• Knowledge must reflect current technologies with experience on company supported Windows computer operating systems
• Experience with managing ticket queues and SLAs
• Experience with the deployment computing or software in an enterprise environment leveraging tools
• A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position
• Skillful problem-solving capabilities and an in-depth understanding of troubleshooting methodologies
• Have a genuine passion for providing excellent customer service and a problem-solving attitude
• Must be self-motivating, work independently and keep in constant communication with team and Director of IT Infrastructure and Operations
• Ability to work effectively and to interact with clients, team members, as well as third-party vendors and service providers
• Occasional travel as needed
• Carrying communication device required
• Evening/weekend work may be required
• Must be able to access systems and email remotely
• 24X7 on call availability, including rotation of after-hours IT support phone

Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance. The anticipated base gross salary range for this position in Boston, MA is $135,000 - $145,000 annually.  Actual salary will depend on a variety of factors, including experience and training.

This position is not eligible for immigration sponsorship.

EQUAL OPPORTUNITY

The Brattle Group is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity and expression, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), genetic information, sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, drug or alcohol abuse or alcoholism, or any other characteristic protected under applicable law.

We encourage all applicants to click here to review our full Equal Employer Opportunity Statement.