The Brattle Group, a privately held, global economics consulting firm, is looking for a Manager, Desktop Support to join our Boston, MA office. The position oversees the Helpdesk and Desktop teams, overseeing the Helpdesk queue, providing technical support for end-users' desktop systems, software, and hardware, ensuring timely resolution of IT issues and maintaining high customer satisfaction. Facilitates the IT Helpdesk and Desktop functions to identify, resolve, and prevent the reoccurrence of problems and work withing corporate policies and processes. Possesses the ability to work with the Director of IT Infrastructure and Operations to create, train and manage the IT Helpdesk and Desktop staff. Aligns IT Helpdesk and Desktop team with the overall goals of the IT department. Quickly and effectively resolves escalated technical problems with hardware/software essential to the position. Some of the day-to-day responsibilities of this role include:
Supervising and evaluating Helpdesk and Desktop support staff
Manage all tickets in Helpdesk and Desktop queues including routing, escalation and resolution
Act as a subject matter expert and provide technical assistance to teams
Managing and maintaining an accurate inventory of hardware devices and equipment; perform regular audits to ensure that information is accurate
Contribute to improving customer support by actively responding to queries and handling feedback
Establish Helpdesk and Desktop best practices through the entire technical support process
Establish and align standard operating procedures for service management and delivery
Assist in creation of new processes and documentation
Works with team to acquire service level performance metrics for all Helpdesk and Desktop queue metrics
Assist with documentation of onboarding and new hire training procedures
Assist in office move related tasks and vendor management in coordination with Director of IT Infrastructure and Operations
THE CANDIDATE
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 must reflect 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 are essential skills to perform well in this position
Skillful problem-solving capabilities and an in-depth understanding of troubleshooting methodologies
Have a genuine passion for providing excellent customer service and a problem-solving attitude
Must be self-motivating, work independently and keep in constant communication with team and Director of IT Infrastructure and Operations
Ability to work effectively and to interact with clients, team members, as well as third-party vendors and service providers
Occasional travel as needed
Carrying communication device required
Evening/weekend work may be required
Must be able to access systems and email remotely
24X7 on call availability, including rotation of after-hours IT support phone
*Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance. The anticipated base gross salary range for this position in Boston, MA is $135,000 - $145,000 annually. We encourage all applicants to click here to review our full Equal Employer Opportunity Statement. THE EMPLOYER
The Brattle Group answers complex economic, finance, and regulatory questions for corporations, law firms, and governments around the world. We are distinguished by the clarity of our insights and the credibility of our experts, which include leading international academics and industry specialists. Brattle has 500 talented professionals across North America, Europe, and Asia-Pacific. For more information, please visit brattle.com.