Manager, Desktop Support

The Brattle Group is looking for a Manager, Desktop Support to join our Boston, MA office. The position oversees the Helpdesk and Desktop teams, providing technical support and ensuring high customer satisfaction.

Requirements

• 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 of 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
• Skillful problem-solving capabilities and an in-depth understanding of troubleshooting methodologies
• Excellent communication and interpersonal skills
• Ability to work effectively and to interact with clients, team members, as well as third-party vendors and service providers

Benefits

• Competitive benefits package
• Base salary
• Bonus program for eligible roles based on individual and firm performance