Manager of IT Service Desk

Role Great Gray is hiring a Manager of IT Service Desk to lead its newly insourced helpdesk function. The role includes managing a small team of Service Desk Technicians supporting remote employees and four office locations: Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA. Responsibilities include creating consistent processes, managing work through Microsoft 365 and Jira Service Management, serving as the primary internal resource for Cisco Meraki Wi-Fi networks, Fortinet firewalls, and FortiClient VPN, and coordinating with an external networking vendor for infrastructure-level needs. Location This position may be based in our Boston, MA or Wilmington, DE office. Great Gray supports a hybrid work model: four days onsite and one day remote, with occasional travel to other office locations. Responsibilities Service Desk Leadership Lead, develop, and manage five Service Desk Technicians distributed across four locations, including onboarding, performance management, and coaching. Coordinate staggered shift schedules across Eastern and Pacific time zones to maintain 8:00 AM – 8:00 PM ET coverage from Monday through Friday. Establish and enforce service desk workflows, ticket standards, and escalation procedures within Jira Service Management. Define and track SLAs and KPIs, using metrics to drive continuous improvement in resolution time, ticket quality, and user satisfaction. Manage workload distribution and coverage across locations to meet organizational demand. Oversee IT asset lifecycle, software licensing, and procurement coordination. Foster a team culture built on ownership, responsiveness, and continuous improvement. Hands‑On Service Delivery & On‑Call Escalation Actively work tickets alongside the team, particularly during transition or high‑demand periods. Serve as the primary escalation point for complex incidents across Microsoft 365, Entra ID / Azure AD, endpoint management, and network infrastructure. Administer and support the M365 environment, including Exchange Online, Teams, SharePoint, and Intune. Serve as the on‑call escalation contact for P1 and P2 incidents outside of standard support hours; call volume is expected to be low. Network Infrastructure: Hands‑On Serve as the primary internal resource for Cisco Meraki Wi‑Fi network administration across all four office locations. Administer and maintain Fortinet firewall environments at each physical office, including policy management, firmware updates, and connectivity troubleshooting. Support and manage FortiClient VPN for remote access, including user provisioning and connectivity troubleshooting. Engage and manage the third‑party networking vendor for complex or infrastructure‑level network issues that exceed in‑house scope. Own network‑related incident response at the office level; triage, resolve, or elevate to the external vendor to minimize business impact. Process & Documentation Build and maintain runbooks, knowledge‑base articles, and standard operating procedures for common service desk and network scenarios. Contribute to IT policy development and enforce compliance with established standards. Report regularly to the Director of IT on team performance, open issues, and operational risks. Qualifications Demonstrated experience leading or managing an IT service desk or helpdesk team. Hands‑on proficiency with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, Intune, and Entra ID / Azure AD. Practical experience with Jira Service Management or a comparable ITSM ticketing platform. Hands‑on experience administering Cisco Meraki Wi‑Fi networks and Fortinet firewalls. Experience supporting FortiClient VPN. Comfortable serving as the on‑call escalation contact for P1/P2 incidents; prior on‑call or escalation‑rotation experience is expected. Experience managing or coordinating with third‑party technology vendors or managed service providers. Strong understanding of service desk best practices and SLA management (ITIL Foundation experience preferred). Experience coordinating distributed teams across multiple time zones. Experience supporting a vendor transition or MSP off‑boarding is a meaningful differentiator. Clear communicator who engages effectively with end users, technicians, and senior leadership. Experience in a regulated environment (financial services, fintech, or similar) is an advantage. Player‑coach mindset: comfortable building process and getting things done at the same time. Base Pay Range* $100,000–120,000 *This base pay range is subject to change and may be modified in the future. Benefits Competitive compensation package. Group medical, dental, and vision insurance. Employer‑paid life and disability insurance. Annual well‑being stipend. Eligible employees may contribute to a 401(k) plan with an advantageous employer contribution model. Equal Employment Opportunity Policy Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non‑merit factor. Accommodation Statement Great Gray is committed to ensuring individuals with disabilities and/or special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact: View email address on click.appcast.io #J-18808-Ljbffr Great Gray Group