Manager, Service Desk

Rapid7 is a publicly traded Cybersecurity company headquartered in Boston, MA with 17 offices around the world. We are excited to be expanding our Global footprint into India and as we build out our internal Application Engineering team we are looking for Salesforce Engineers. As a Salesforce Administrator/Engineer you will work alongside global team members to deliver best-in-class Salesforce solutions to meet business needs and optimize user experiences. You will have hands-on experience with Sales Cloud, Service Cloud, Experience Cloud, and CPQ, and you will be proficient in both declarative configurations and advanced Apex coding. You will be provided with coaching and support to help you further develop your skills to reach your full potential. This is an exciting opportunity to be one of the first hires for Rapid7 in India supporting our growth strategy in a culture that supports trying new approaches and continuous learning.
About Role:
The Global IT Help Desk Manager plays a key leadership role in building and leading a brand-new, global IT Help Desk operation. This role is responsible for assisting with implementing a global support model, hiring and developing the team, and ensuring consistent, high-quality technical support across a 5x20 coverage model. In addition to overseeing day-to-day operations, the Help Desk Manager will act as an escalation point, drive process, and establish foundational best practices.
This is an exciting opportunity for a strategic and hands-on leader to shape and launch a new help desk function from the ground up-bringing in the right tools, people, and processes to deliver excellent user support across the organization.
Key Responsibilities:

• Help Desk Build-Out:
  Assist with planning, design, and implementation of a new global IT Help Desk function. Recruit team members and establish core processes and documentation.
• Team Leadership & Performance Management:
  Hire, manage, and develop a high-performing support team across time zones. Set goals, coach team members, and foster a collaborative, service-oriented culture.
• Ticket & Escalation Oversight:
  Implement and oversee ticketing workflows to ensure adherence to SLAs and a high level of customer satisfaction. Act as an escalation point for complex or high-priority issues.
• Process Optimization & Documentation:
  Working closely with the End User Services team, build scalable workflows and maintain thorough documentation to support consistency and quality. Establish best practices aligned with ITIL or similar service frameworks.
• Reporting & Metrics:
  Maintain and enhance dashboards to track KPIs such as resolution time, first response rate, and customer satisfaction. Use data insights to continuously improve performance.
• Stakeholder Engagement:
  Collaborate closely with IT, security, and business stakeholders to align help desk support with organizational needs. Serve as the voice of the help desk in cross-functional discussions.
• Team Morale & Culture:
  Create a positive environment that motivates the team, promotes collaboration, and recognizes contributions. Support ongoing training and development.

Required Skills & Qualifications:

• Experience:
  5+ years in IT support or service desk roles, with at least 2 years in a leadership or managerial capacity. Experience launching or scaling a help desk team is a strong plus.
• Leadership & Communication:
  Strong leadership and people management skills. Ability to build and guide a new team, communicate clearly with stakeholders, and foster strong internal relationships.
• Technical Expertise:
  Hands-on experience with help desk tools (e.g., Freshservice, ServiceNow), remote support, identity management (e.g., Okta, Duo), networking fundamentals, end user productivity tools (GSuite, O365, Zoom), Cross-platform expertise in Windows and macOS.
• Customer-Centric Mindset:
  Deep commitment to delivering high-quality support experiences and proactive service.
• Certifications (Preferred):
  ITIL Foundation or equivalent certification in service management.

• Experience-focused and solution-oriented
• Resourceful and self-directed
• Exceptional communication (verbal and written)
  #LI-MD1