Service Desk Manager at Middlesex Savings Bank – Westborough, Massachusetts

Service Desk Manager

US-MA-Westborough

Job ID: 5672
Type: Full Time
# of Openings: 1
Category: IT/Operations - System Support
Westborough Operations Center

Overview

The Service Desk Manager is responsible for leading and managing the Bank's end-user IT support function. This role oversees the daily helpdesk operations, performance and service quality for approximately 500 employees, managing a team of service desk technicians. The position ensures reliable, secure, and auditable support of Microsoft Windows operating systems, Microsoft 365 productivity suite, and endpoints, printers, mobile devices, while supporting the Bank's obligations related to cybersecurity, operational resilience, and regulatory examinations.The Service Desk Manager serves as a key control owner for end-user support processes within a regulated financial institution. The Service Desk Manager plays a critical role in maintaining operational resilience, safeguarding customer and employee information, and supporting the Bank's regulatory compliance posture. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and co-workers.

Responsibilities

Operational Management

• Effective leadership of direct reports (Service Desk Technician I, II & III) including day-to-day coaching and performance management/assessment.
• Manage daily helpdesk operations, drive consistent use of a centralized service management ticketing system to support ticket intake, prioritization, escalation, and resolution.
• Oversee onboarding, offboarding of user technology and user role-change processes to ensure timely access provisioning and removal.
• Serve as the primary escalation point for complex, high-impact technical incidents, or regulatory-sensitive incidents.
• Participate in and support Change Management processes to minimize operational risk and business disruption.
• Monitor and enforce service level agreements (SLAs), ensuring timely resolution and consistent service delivery.
• Identify, recommend, develop, and implement end user training and programs to maintain and increase Service Desk Technicians skill sets.
• Assists IT Director Operations with the planning, evaluation, selection and implementation of new desktop operating systems, Microsoft Office applications, computer hardware, software, printers, utilities, and tools.

Technology & Systems Support

• Oversee and ensure delivery of first-level triage, support, and escalation for end-user hardware, software, and business applications, including Windows-based desktops and laptops, printers, peripherals, and related endpoint devices.
• Ensure effective first-line support and escalation for Microsoft 365 services, including email, collaboration tools, and file storage, in accordance with incident and request management practices.
• Coordinate with infrastructure, networking, security, and application teams to escalate, resolve, and support system changes, upgrades, incidents, and projects.
• Ensure accurate and up-to-date service documentation, standard operating procedures, end-user FAQs, and knowledge base articles to support consistent first-contact resolution and audit readiness.
• Responsible for ordering non-capital computer hardware and software and maintaining accurate inventory records in the asset inventory tracking system.

Regulatory, Risk, and Security Responsibilities

• Ensure helpdesk operations align with applicable banking regulations and guidance, including FFIEC and cybersecurity best practices.
• Support internal and external audits by providing documentation, evidence, and process explanations.
• Enforce access controls, least privilege principles, and secure handling of sensitive data.
• Participate in incident response activities, including security events and operational disruptions.
• Identify, document, and help remediate technology risks related to end-user computing and support processes.
• Ensures the integrity and confidentiality of data residing in the Bank’s information systems in order to maintain and enhance regulatory compliance guidelines.

Reporting & Continuous Improvement

• Track and report key performance metrics (e.g., ticket volume, resolution times, SLA compliance, user satisfaction).
• Identify recurring issues and implement root-cause solutions.
• Recommend improvements to tools, processes, and controls to enhance service quality and reduce operational risk.
• Manage vendor relationships related to end-user support tools and services.

• Performs related and unrelated duties as may be required.

Qualifications

Education

• Bachelor's Degree in computer science, information systems or equivalent work experience is required

Work Experience

• 7+ years of demonstrated expertise managing and supporting a enterprise end-user Microsoft O/S computing environment, including desktops, laptops, and peripheral devices is required
• 5+ years working knowledge of Active Directory, Azure Active Directory (Entra ID), endpoint management platforms, and identity and access management principles is required
• 3+ years of proficiency administering and supporting Microsoft 365, including email, collaboration, and document management services is required

Knowledge, Skills, and Abilities

• Proficient knowledge of computer hardware architecture, Microsoft network operating system and Microsoft Office application suite, multi-functional printers and networking concepts.
• Proven leadership, organizational, and analytical skills, with the ability to manage priorities in a fast-paced, regulated environment.
• Understanding of IT service management concepts, including incident, request, problem, and change processes aligned with ITIL practices.
• Strong ability to communicate technical concepts clearly and effectively to non-technical users, management, and auditors.
• Familiarity with banking regulatory and compliance expectations related to IT operations, cybersecurity, data protection, and audit readiness (e.g., FFIEC guidance).
• Must have a valid driver's license. Regular travel to bank sites required; must have schedule flexibility and be able to work all shifts, extended hours and weekends.

Licenses and Certifications

• Microsoft Certified: Microsoft 365 Administrator, Modern Desktop Administrator, or equivalent experience. Required
• ITIL Foundation certification or demonstrated working knowledge of ITIL principles. Preferred
• Security or identity-related certifications (e.g., Microsoft Security, Compliance, and Identity fundamentals). Preferred

Equal Opportunity Employer, including disability/protected veterans