Manager of IT Service Desk in Wilmington, Delaware at Great Gray

The Role

Great Gray is hiring a Manager of IT Service Desk to lead its newly insourced helpdesk function. This is a hands-on leadership role responsible for managing a small team of Service Desk Technicians supporting remote employees and those located across four office locations -- Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA. The Manager will own the IT service delivery function including establishing consistent processes, managing the team’s work through Microsoft 365 and Jira Service Management, and serving as the primary internal resource for Cisco Meraki Wi-Fi networks, Fortinet firewalls, and FortiClient VPN across all physical office locations. For complex or infrastructure-level network needs, the Manager will engage and coordinate with an external networking vendor under contract.

Standard coverage runs 8:00 AM to 7:30 PM Eastern (based on Service Desk Technicians located coast-to-coast). Outside those hours, the Manager serves as the on-call escalation contact for P1 and P2 incidents.

Location

This position may based in our Boston, MA or Wilmington, DE office. Great Gray supports a hybrid work model with four days onsite and one day remote. Occasional travel to other office location may be required occasionally.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

Service Desk Leadership

• Lead, develop, and manage five Service Desk Technicians distributed across Boston, MA; Wilmington, DE; Las Vegas, NV; and Aliso Viejo, CA, including onboarding, performance management, and day-to-day coaching
• Coordinate staggered shift schedules across Eastern and Pacific time zones to maintain 8:00 AM – 8:00 PM ET in-office coverage, Monday through Friday
• Establish and enforce service desk workflows, ticket standards, and escalation procedures within Jira Service Management
• Define and track SLAs and KPIs; use metrics to drive continuous improvement in resolution time, ticket quality, and user satisfaction
• Manage workload distribution and coverage across locations to meet organizational demand
• Oversee IT asset lifecycle, software licensing, and procurement coordination
• Foster a team culture built on ownership, responsiveness, and continuous improvement

Hands-On Service Delivery & On-Call Escalation

• Actively work tickets alongside the team, particularly during the transition period or periods of high demand
• Serve as the primary escalation point for complex incidents across Microsoft 365, Entra ID / Azure AD, endpoint management, and network infrastructure
• Administer and support the M365 environment, including Exchange Online, Teams, SharePoint, and Intune
• Serve as the on-call escalation contact for P1 and P2 incidents outside of standard support hours; call volume is expected to be low and is primarily in place to support offshore and off-hours operations when critical issues arise

Network Infrastructure: Hands-On

• Serve as the primary internal resource for Cisco Meraki Wi-Fi network administration across all four office locations, including access point configuration, troubleshooting, and ongoing management via the Meraki dashboard
• Administer and maintain Fortinet firewall environments at each physical office location, including policy management, firmware updates, and connectivity troubleshooting
• Support and manage FortiClient VPN for remote access, including user provisioning, connectivity troubleshooting, and configuration changes
• Engage and manage the third-party networking vendor for complex or infrastructure-level network issues that exceed in-house scope, including scoping work, coordinating access, and validating resolution
• Own network-related incident response at the office level; triage, resolve, or escalate to the external vendor to minimize business impact

Process & Documentation

• Build and maintain runbooks, knowledge base articles, and standard operating procedures for common service desk and network scenarios
• Contribute to IT policy development and enforce compliance with established standards
• Report regularly to the Director of IT on team performance, open issues, and operational risks

Qualifications & Experience

• Demonstrated experience leading or managing an IT service desk or helpdesk team
• Hands-on proficiency with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, Intune, and Entra ID / Azure AD
• Practical experience with Jira Service Management or a comparable ITSM ticketing platform
• Hands-on experience administering Cisco Meraki Wi-Fi networks, including access point management and the Meraki dashboard; this skill does not currently exist in-house and is required
• Hands-on experience with Fortinet firewalls, including firewall policy management and connectivity troubleshooting; this skill does not currently exist in-house and is required
• Experience supporting FortiClient VPN, including user provisioning and remote access troubleshooting
• Comfortable serving as the on-call escalation contact for P1/P2 incidents; prior on-call or escalation-rotation experience is expected
• Experience managing or coordinating with third-party technology vendors or managed service providers
• Strong understanding of service desk best practices and SLA management (ITIL Foundation experience preferred)
• Experience coordinating distributed teams across multiple time zones
• Experience supporting a vendor transition or MSP offboarding is a meaningful differentiator
• Clear communicator who engages effectively with end users, technicians, and senior leadership
• Experience in a regulated environment (financial services, fintech, or similar) is an advantage
• Player-coach mindset: comfortable building process and getting things done at the same time
• Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration

Base Pay Range*

$100,000-120,000

*This base pay range is subject to change and may be modified in the future.

The pay range displayed above is the base pay compensation range that Great Gray expects to pay for this position at the time of this posting. Individual compensation within this range depends on multiple factors, including the candidate’s prior education, relevant work experience, and training, as well as position location and local market demands. Our pay-for-performance culture also includes participation in an annual incentive bonus plan for this position which is not included in the ‘Base Pay Range’ noted above.