Service Desk Manager

Position Summary 

The Service Desk Manager is responsible for the leadership, performance, and continuous improvement of the service desk function, ensuring a consistent and high-quality end-user support experience across Berkshire. This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized. The Service Desk Manager is accountable for both day-to-day service delivery and the evolution of the team beyond reactive ticket handling.

Responsibilities include, but are not limited to:

Service Desk Leadership

• Supervise help desk resources to ensure a consistently high level of service
• Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution
• Lead and manage a 4-person team, including performance management, coverage, and accountability
• Establish and enforce team performance expectations, work prioritization, and service standards
• Responsible for meeting defined service levels and improving measurable service performance
• Serve as the escalation point for complex or high-impact issues
• Consistently demonstrate use of tact and discretion

Customer Experience

• Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions
• Enforce ownership of tickets through resolution and maintain high service quality standards

Operational Management & Prioritization

• Establish and enforce Service Level Agreements (SLAs) and performance metrics
• Transition the team from reactive ticket handling to structured, prioritized execution
• Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work
• Monitor queue health, backlog, and team capacity, adjusting workload as needed

Asset, Procurement, and Budget Management

• Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards
• Assist in the budgeting process for hardware and software across corporate and property environments
• Maintain an accurate inventory of all Berkshire technology assets

Endpoint and Workplace Technology Management

• Maintain computer images and endpoint standards across the environment
• Oversee endpoint lifecycle processes including provisioning, inventory, and hardware recycling
• Maintain and support video conferencing capabilities for corporate and regional offices

Team Utilization and Capability Building

• Ensure effective use of team capacity across both reactive and planned work
• Expand team contributions to include structured operational tasks such as application deployments and lifecycle activities

Coordination and Vendor Management

• Coordinate with infrastructure and security teams for escalations and dependencies
• Manage service desk interactions with vendors supporting hardware, software, and end-user services

Knowledge/Experience:

• At least five (5) years’ experience in a service desk role
• At least two (2) years leading or managing a team
• Aptitude for organizing, prioritizing, and managing multiple priorities, using critical thinking and problem solving
• Demonstrated multi-modal communication style that reaches every stakeholder, specifically excellent verbal, and written communications
• Ability to communicate with and manage up to senior management
• Collaborative working style with inclusive work and thinking behaviors, commitment to excellence in teams and work product, with a strong work ethic
• Demonstrate emotional intelligence in high pressure and sensitive situations
• Tenacity, patience, and perseverance to work with business deals from beginning to end of process
• Represent the Berkshire employment brand well to candidates by seeking to understand the capabilities and insights of people with unique backgrounds, cultures, styles, and abilities
• Maintain confidentiality of sensitive information and communications of information
• Develop productive working relationships with all team members including internal clients and external third parties
• Demonstrated high level of ethics and integrity with a straightforward and honest approach

Technical/Educational Requirements:

• Bachelor’s degree preferred or the equivalent in on-the-job experience
• Demonstrated ability to use and learn new technology (e.g., computers/hardware, mobile, software, cloud-based programs)
• Proficiency with computers, keyboards, monitors and telephone headsets.
• Proficiency in Microsoft Suite of Products (e.g., Word, Outlook, Excel, Teams, Power Point, SharePoint, Stream etc.)
• Proficiency with current versions of Windows, Edge, Azure
• Proficiency with remote/virtual meeting technology and how to conduct online meetings/training
• Proficiency with SharePoint & Stream for internal social media content

Berkshire Residential offers an excellent benefits package, focusing on our employees’ total health and wellness. We offer programs and incentives that promote physical, mental, financial, and behavioral wellbeing both within and beyond our workplace. Please visit our Careers page for full details – and to learn more about how we value our employees.