Service Desk Manager

Bedford, MA

Local Only

Full Time

$130k - $160k

Enterprise DB

Manager, Global IT Service Desk

Location: This is a hybrid remote/onsite role. Applicants must be able to work from our office in Bedford, MA.

EnterpriseDB is seeking a highly energized leader to manage, develop and lead our geographically dispersed IT Service Desk organization. In this highly visible and hands-on role, the Manager, Global IT Service Desk will be responsible for the design, development and implementation of technology solutions which provide key internal services to the employees of EnterpriseDB.

Reporting to the CIO, the successful candidate will leverage industry knowledge and experience to guide the business through creative and transformational uses of new technologies to deliver world class service and support in a cost effective and predictable manner. Tremendous focus and investments are being made at EnterpriseDB and, for those who are energized by the opportunity to be a transformational leader, it simply doesn’t get any better than this!

Required Skills & Experience
  • Education: Bachelor’s degree or equivalent combination of education and/or experience required.
  •  Prior experience within an Enterprise IT team supporting 500+ employees
  • 5-7+ years of combined technology experience including a minimum of 2 years in a leadership capacity.
  • Proven track record of building amazing teams of Service Delivery professionals.
  • Customer Service skills which are 2nd to NONE
  • Strong background in a multi-vendor, multi-platform environment (Windows, Mac, Linux).
  •  Knowledge and experience with industry standard Desktop Management solutions.

Nice to Have:
  • Hands-on experience with SaaS automation platforms like BetterCloud or Workato
  • Hands-on experience with Jira and Confluence administration and configuration
  • Knowledge of SAML configuration practices (Okta is a plus) Limited and occasional travel required.
  • Participation in on-call rotation is also required.

What you’ll be doing:
  • Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next leaders in the team.
  • Ensure that we “Wow!” our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business.
  • Manage and monitor ongoing procurement and inventory management processes to ensure that supply-chain issues do not become a hindrance to EDB’s growth objectives.
  • Develop and manage on-call rotation for Service Desk teams.
  • Design, document and implement policies and procedures to support industry compliance demands of business and ensure unwavering adherence.
  • Prepare and deliver routine Executive Dashboards to highlight current state for Service Desk and End User Support teams.
  •  Build amazing professional relationships with key internal stakeholders. Become an extension of their teams.
  • Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation.
  • Communicate, Communicate, Communicate. Up, Down and Out.

The Offer:

• Medical Insurance
• Dental Benefits
• Vision Benefits
• Paid Time Off (PTO)
• 401(k)


Posted by: Emily Rich