Service Desk Manager

Company Overview

Berkshire Residential Investments is a people-first real estate investment company who values not only the impact we make as a company, but the time we spend together in our high-performing teams. We value individual skills and perspectives to allow us to best serve our employees, investors, residents, and other stakeholders.

If you’re interested in a workplace where everyone feels empowered to bring their full, authentic selves to work each day, come join our talented and growing team at Berkshire Residential Investments. Our environment of entrepreneurial spirit, culture of expertise and our people-first approach will allow you to thrive while continuing to grow in your career.

Position Summary

The Service Desk Manager is responsible for the leadership, performance, and continuous improvement of the service desk function, ensuring a consistent and high-quality end-user support experience across Berkshire. This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized. The Service Desk Manager is accountable for both day-to-day service delivery and the evolution of the team beyond reactive ticket handling.

Responsibilities include, but are not limited to:

Service Desk Leadership

Supervise help desk resources to ensure a consistently high level of service

Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution

Lead and manage a 4-person team, including performance management, coverage, and accountability

Establish and enforce team performance expectations, work prioritization, and service standards

Responsible for meeting defined service levels and improving measurable service performance

Serve as the escalation point for complex or high-impact issues

Consistently demonstrate use of tact and discretion

Customer Experience

Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions

Enforce ownership of tickets through resolution and maintain high service quality standards

Operational Management & Prioritization

Establish and enforce Service Level Agreements (SLAs) and performance metrics

Transition the team from reactive ticket handling to structured, prioritized execution

Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work

Monitor queue health, backlog, and team capacity, adjusting workload as needed

Asset, Procurement, and Budget Management

Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards

Assist in the budgeting process for hardware and software across corporate and property environments

Maintain an accurate inventory of all Berkshire technology assets

Endpoint and Workplace Technology Management

Maintain computer images and endpoint standards across the environment

Oversee endpoint lifecycle processes including provisioning, inventory, and hardware recycling

Maintain and support video conferencing capabilities for corporate and regional offices

Team Utilization and Capability Building

Ensure effective use of team capacity across both reactive and planned work

Expand team contributions to include structured operational tasks such as application deployments and lifecycle activities

Coordination and Vendor Management

Coordinate with infrastructure and security teams for escalations and dependencies

Manage service desk interactions with vendors supporting hardware, software, and end-user services

Knowledge/Experience:

At least five (5) years’ experience in a service desk role

At least two (2) years leading or managing a team

Aptitude for organizing, prioritizing, and managing multiple priorities, using critical thinking and problem solving

Demonstrated multi-modal communication style that reaches every stakeholder, specifically excellent verbal, and written communications

Ability to communicate with and manage up to senior management

Collaborative working style with inclusive work and thinking behaviors, commitment to excellence in teams and work product, with a strong work ethic

Demonstrate emotional intelligence in high pressure and sensitive situations

Tenacity, patience, and perseverance to work with business deals from beginning to end of process

Represent the Berkshire employment brand well to candidates by seeking to understand the capabilities and insights of people with unique backgrounds, cultures, styles, and abilities

Maintain confidentiality of sensitive information and communications of information

Develop productive working relationships with all team members including internal clients and external third parties

Demonstrated high level of ethics and integrity with a straightforward and honest approach

Technical/Educational Requirements:

Bachelor’s degree preferred or the equivalent in on-the-job experience

Demonstrated ability to use and learn new technology (e.g., computers/hardware, mobile, software, cloud-based programs)

Proficiency with computers, keyboards, monitors and telephone headsets.

Proficiency in Microsoft Suite of Products (e.g., Word, Outlook, Excel, Teams, Power Point, SharePoint, Stream etc.)

Proficiency with current versions of Windows, Edge, Azure

Proficiency with remote/virtual meeting technology and how to conduct online meetings/training

Proficiency with SharePoint & Stream for internal social media content

Berkshire Residential offers an excellent benefits package , focusing on our employees’ total health and wellness. We offer programs and incentives that promote physical, mental, financial, and behavioral wellbeing both within and beyond our workplace. Current anticipated annual base salary range: $110,000 - $125,000. Base salary within the range will be determined by various factors including but not limited to the individual's experience, skills and qualifications. Please visit our Careers page for full details – and to learn more about how we value our employees.

We believe

Berkshire Residential values diversity, equity, inclusion and belonging . Berkshire is committed to providing equal opportunity in all practices, including employees and applicants for employment. We ensure that decisions affecting employees are made without regard to their race, color, creed, national origin, age, disability, gender, gender identity, sexual orientation, or any other protected status.