Manager, Service Desk

We are seeking a Manager, Service Desk to serve as both a leader and a hands-on contributor — a true player-coach. Reporting to the Sr. Director of IT Applications & Operations, you will oversee our global Service Desk, supporting offices and remote employees in the US and India. You’ll manage daily IT operations, lead and mentor your team, and ensure the secure, efficient, and customer-focused delivery of IT services.

This role is highly visible and collaborative: you will act as a trusted partner to business stakeholders, improve processes through automation & GenAI, and shape the employee experience across the company.

Responsibilities:

• Lead and develop the global Service Desk team, fostering collaboration, accountability, and high performance
• Oversee daily operations including queue management, escalations, and global coverage
• Act as a hands-on escalation point for complex IT issues while coaching team members to build problem-solving skills
• Partner with business stakeholders to identify pain points and deliver practical IT solutions
• Automate critical IT processes, including employee lifecycle management and self-service
• Monitor system and team performance, proactively identifying and resolving recurring IT issues
• Build and maintain training curriculum for Service Desk team members
• Prioritize and align IT projects with leadership, escalating issues where needed
• Evaluate, test, and implement new tools to enhance collaboration and productivity
• Implement ITIL-aligned policies and procedures to support Security, Compliance, and SLA standards
• Drive improvements in AV/conference room technology and support, both onsite and remote
• Ensure policies, processes, and best practices are documented, maintained, and followed
• Champion empathy, patience, and curiosity in every Service Desk interaction
• Assist with all other duties as defined by IT leadership

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field (preferred)
• 3–5+ years of IT management experience, with 5+ years of IT administration/engineering experience
• Extensive SaaS administration background, including Microsoft 365, Okta, Atlassian, Slack, and more
• Experience managing both Windows and macOS environments with MDM solutions (Intune, Jamf)
• Proven track record supporting global, multi-office organizations with diverse technical needs
• Strong project management skills, capable of planning and executing IT initiatives end-to-end
• Experience leading enterprise AV/conference room initiatives across multiple geographies
• Strong understanding of IT security and compliance principles
• Hands-on experience automating IT workflows and leveraging GenAI for self-service/efficiency
• Excellent communication skills, adaptable across technical and non-technical audiences
• Customer service mindset with proven ability to deliver exceptional user experience
• Relevant certifications (ITIL, M365, Okta) are a plus

Onsite & Travel Requirements:

• The Service Desk Manager is required to work from InvoiceCloud’s Boston office location 3 to 4 days per week. Occasional travel to InvoiceCloud’s Marlborough office location can also be expected.