Service Desk Manager
Boston, MA, United States
Information Technology /
Full-time /
On-site
DEPARTMENT OVERVIEW:
The Information Technology department provides strategic direction and day-to-day IT operational, software and emerging technology supporting the Red Sox, Fenway Sports Management, the Red Sox Foundation, and FSG Real Estate. Responsibilities include support for corporate and ballpark infrastructure, systems architecture, networks, computer and auxiliary operations, desktop support, data and cyber security, and broadcast cabling and related infrastructure. Provides applications development and support for corporate systems, MLB Ballpark and fan engagement apps, and systems and data architecture.
POSITION OVERVIEW:
The Information Technology department is seeking an experienced and dynamic Internal Service Desk Manager to lead our small team of Tier-1 help desk and gameday support staff. This role requires someone who can work collaboratively with every level of the organization, ensure service desk personnel are delivering timely assistance, and maintain high service levels through effective policies and procedures. This position will work closely with the Chief Technology Officer and the VP, IT Operations and Cybersecurity to set the strategy and vision for this area and future touch points to the organization.
RESPONSIBILITIES:
- Lead and mentor a small team of Tier-1 help desk staff and gameday operations staff, providing guidance and support in daily operations.
- Serve as the primary point of contact for IT-related issues, acting as the face of IT to the organization.
- Oversee help desk service levels, ensuring prompt and effective resolution of tickets while maintaining high customer satisfaction.
- Escalate complex or challenging tickets to Tier-2 resources, ensuring swift resolution and minimal disruption to end-users.
- Develop a close working relationship with all business units to fully understand their business, strategy, and the criticality of systems and infrastructure in their business with the goals of establishing appropriate service levels for our internal customers.
- Establish effective working relationships with key vendors in support of day-to-day business and support for major events.
- Demonstrate exceptional customer service and problem-solving skills, addressing inquiries and issues with patience, professionalism, and efficiency.
- Manage the gameday operations team, ensuring that our technology operations contribute to a world-class fan experience.
- Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
- Monitor help desk-related Key Performance Indicators (KPIs) to assess team performance and identify areas for improvement.
- Utilize reporting and analytics tools to track team goals and ensure they are met effectively.
CHARACTERISTICS/QUALIFICATIONS:
- Bachelor’s degree in computer systems design or computer science, and/or 8 years of equivalent work experience
- Proven experience in a service desk or technical support role, with 3-5 years in a leadership or managerial position.
- Proficiency in IT service management tools and ticketing systems, ServiceNow a plus.
- Thorough understanding of Microsoft software (e.g., Office, Exchange, Outlook, Active Directory, etc.)
- Experience with desktop and server operating systems (Window OS’s and MAC OS)
- Some experience supporting and troubleshooting PCs, laptops, mobile devices, peripherals, networking issues, desktop applications, etc.
- Strong customer-service orientation.
- Highly self-motivated and directed.
- Exceptional communication skills, with the ability to interact effectively with individuals at all levels of the organization.
- Very strong oral, and interpersonal communication skills and ability to communicate ideas in both technical and user-friendly manner.
- Keen attention to detail.
- Able to prioritize and execute tasks in a high-pressure environment.
- Ability to work effectively with clients and other technical staff collaboratively.
At the Boston Red Sox and Fenway Sports Management, we go beyond embracing diversity. We’re committed to living by our values, strengthening our community, and creating a workplace where people genuinely feel like they belong.
Too often, job seekers don’t apply to positions because they don’t meet every qualification. If you love this role and are great at what you do, we encourage you to apply. Your unique skills and experiences might just be what we’ve been looking for.
Prospective employees will receive consideration without discrimination based on race, religious creed, color, sex, age, national origin, handicap, disability, military/veteran status, ancestry, sexual orientation, gender identity/expression or protected genetic information.
