Sr Manager, Service Desk (Boston office - Hybrid)

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Duties & Responsibilities

• Responsible for the strategy, performance, and business outcomes of the service desk function.
• Responsible for the daily operations and performance of a technical service desk team.
• Provide operational oversight: manage daily ticket flow, monitor queues, and adjust staffing levels to prevent bottlenecks.
• Team leadership: recruit, train, and mentor service desk technicians to foster a culture of professional growth and high-quality customer service.
• Define and enforce Service Level Agreements (SLAs), tracking key metrics like First Contact Resolution and Mean Time to Resolve.
• Act as the primary point for complex technical issues and manage high-pressure stakeholder communications during major incidents.
• Leverage ITIL best practices to standardize workflows, promote automation, and develop a robust knowledge base for self-service.
• Lead major incident management, including stakeholder communications and post-incident reviews.
• Partner with other IT teams (Network, Infrastructure, Product) to coordinate system updates and resolve recurring problems.
• Interface with Sr. Management on business requirements/ objectives and translate them into technical specifications with solution proposals.
• Oversee asset management lifecycle through procurement, deployment, refresh, reclamation, and disposal.
• Act as top-level escalation support for service desk technicians in troubleshooting problems.
• Create and maintain team and product documentation, training guides, and standard operating procedures.
• Manage relationships with hardware logistics providers and suppliers to ensure SLA compliance, timely returns, and inventory accuracy.
• Research new and existing technologies and provide recommendations.
• Continually seeks opportunities to strengthen client relationships by interacting proactively and effectively at all levels of the organization
• Present service performance, trends, and improvement plans in clear, executive‑level language.
• Ensure adherence to company policies and procedures.
• All other duties as assigned
  
  

Required Skills

• Proven ability to lead large-scale service desk or IT operations teams.
• Passionate about engaging with customers to understand their concerns and have a strong desire to lead and drive initiatives that improve our customer’s experience
• Strong understanding of ITIL 4 principles, particularly Incident, Problem, Change, and Service Level Management.
• Data-driven with proficiency using ITSM analytics to identify underlying trends, predict recurring issues, and influence decisions.
• Broad technical knowledge across Windows OS, Active Directory, Networking, Azure services, and Unified Endpoint Management (UEM).
• Demonstrated success implementing automation, self-service, and AI-assisted support.
• Proficiency with modern ITSM platforms such as ServiceNow, Jira Service Management, or Remedyforce
• Proficiency with the creation and maintenance of a high-quality Knowledge Base (KB) to empower both agents and users.
• Strong communication and listening ability to build rapport with clients and translating technical jargon into clear, supportive language.
• Experience with asset lifecycle management including inventory tracking, overseeing break/fix procedures, and scheduled refresh planning.
• Demonstrated experience maintaining a calm, methodical approach during high-pressure system outages and tense situations.
• Excellent customer service focus and analytical problem-solving abilities
• Able to effectively prioritize tasks in a demanding environment
• Strong documentation skills and can publish written standards for use by network peers
• Strong interpersonal, written, and oral communication and presentation skills
• Highly self-motivated and directed, with keen attention to detail
  
  

Qualifications

• Education
• Bachelor’s degree in computer science, information systems, engineering or related discipline required.
• Master’s degree in business or technology discipline preferred.
• Experience
• 8 – 12 years of IT support; infrastructure or operations preferred.
• 5 years in a lead or managerial capacity.
• Certification
• ITIL Foundations, HDI Support Center Manager, or PMP highly preferred.
  
  

Working Conditions

• Hybrid Setting – In office requirements and remote
• Ability to travel up to 15% of time
  
  

Supervisory Responsibility

• Up to 10 FTE
  
  

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $155,000-175,000.

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.