Manager, Desktop Support

Job description

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 -...