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