MatchPoint · 14 hours ago
Information Technology Service Desk Manager
Somerville, MA
Contract
Onsite
Senior Level
7+ years expMatchPoint is seeking an experienced Service Desk Lead to provide hands-on end-user support while driving service desk strategy, operational improvements, and team performance. This role involves managing a team of six support professionals while actively handling tickets and implementing structured service desk strategies to deliver measurable improvements.
Consumer GoodsSoftwareRoboticsInformation TechnologyConsumer Electronics
Responsibilities
Provide onsite end-user support (Mac and Windows environments)
Troubleshoot and resolve software break/fix issues
Perform hardware support, including installation, configuration, and replacement
Manage new image builds and device provisioning
Handle incident management and ticket updates/closures
Utilize ITSM platforms for ticket tracking and reporting
Perform Install, Move, Add, and Change (IMAC) support
Diagnose and resolve operating system issues
Support Microsoft 365, Active Directory, OKTA, and related enterprise systems
Developing and executing a structured service desk strategy aligned to business objectives
Improving SLA performance and overall service desk metrics
Establishing standardized processes and escalation models
Using ITSM reporting and analytics to drive performance improvements
Implementing proactive incident and problem management processes
Optimizing endpoint lifecycle management using: JAMF (7+ years), Microsoft Intune (7+ years), Apple Business Manager (7+ years)
Driving automation and self-service initiatives
Directly overseeing a team of 6 service desk professionals
Managing workload distribution and performance expectations
Coaching, mentoring, and developing team members
Conducting performance reviews and providing ongoing feedback
Interviewing, evaluating, and hiring new team members
Ensuring accountability, documentation standards, and customer service excellence
Serving as the primary escalation point for complex technical issues
Providing regular (and in some cases daily) operational reporting to stakeholders, including SLA performance, ticket trends, and service desk health metrics
Qualification
Required
Minimum 7+ years of end-user support experience
7+ years of Incident Management and/or IT Ticketing systems experience
Strong experience with Active Directory
Experience with Microsoft 365 (O365) and OKTA beyond basic administration
Strong Microsoft Product Suite knowledge
Experience supporting Apple Mac hardware and software
Experience with Disk Imaging software
Strong documentation, reporting, and analytical skills
Excellent communication and customer service skills
Proven leadership or team oversight experience
Company
MatchPoint
Born in Silicon Valley, 2006. Our ambition was to craft world-class teams to empower businesses facing tech's relentless tide. But ambition evolved.
1001-5000 employees
H1B Sponsorship
MatchPoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2022 (1)
2021 (8)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Gowthami U
Talent Acquisition Partner
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