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Service Desk Operations Manager Jobs in Massachusetts

UniFirst

IT Service Desk Technician

Wilmington, MA · On-site

$53K - $71K/yr

Assists in identification of trends in incidents, recommending recurring issues for problem management processes. * May serve as a Service Desk representative on project teams to ensure operational ...

Unifirst

IT Service Desk Technician

Wilmington, MA · On-site

$53K - $71K/yr

Assists in identification of trends in incidents, recommending recurring issues for problem management processes. * May serve as a Service Desk representative on project teams to ensure operational ...

Unifirst

IT Service Desk Technician

Wilmington, MA · On-site

$53K - $71K/yr

Assists in identification of trends in incidents, recommending recurring issues for problem management processes. * May serve as a Service Desk representative on project teams to ensure operational ...

UniFirst

IT Service Desk Technician

Wilmington, MA · On-site

$53K - $71K/yr

Assists in identification of trends in incidents, recommending recurring issues for problem management processes. * May serve as a Service Desk representative on project teams to ensure operational ...

Wilson Language Training

IT Service Desk Intern

Oxford, MA · On-site

$18 - $20/hr

Works with IT Service Desk Support Specialist's, IT Operations, and SD Manager to create, maintain and review technical documentation and knowledge base articles * Understand and demonstrate Wilson ...

Wilson Language Training

IT Service Desk Intern

Oxford, MA · On-site

$18 - $20/hr

Works with IT Service Desk Support Specialist's, IT Operations, and SD Manager to create, maintain and review technical documentation and knowledge base articles * Understand and demonstrate Wilson ...

Boston Properties, Inc

Service Desk Analyst

Boston, MA · On-site

$69 - $96.75/hr

Operations Support: * Manage printer maintenance and toner service. Internal Operations: * Conduct one‑on‑one instruction. * Maintain documentation in accordance with policies and control ...

Boston Properties Limited

Service Desk Analyst

Boston, MA · On-site

$69K - $96K/yr

Operations Support * Manage printer maintenance and toner service. Internal Operations * Conduct ... A minimum of 1 year service desk support experience in a Microsoft environment. * Excellent working ...

Boston Properties

Service Desk Analyst

Boston, MA · On-site

$69K - $96K/yr

Operations Support * Manage printer maintenance and toner service. Internal Operations * Conduct ... A minimum of 1 year service desk support experience in a Microsoft environment. * Excellent working ...

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Showing results 41-60

All JobsService Desk Operations JobsService Desk Operations Manager JobsService Desk Operations Manager Jobs in Massachusetts

Service Desk Operations Manager information

See Massachusetts salary details

$39.9K

$103.2K

$171.5K

How much do service desk operations manager jobs pay per year?

As of Sep 3, 2026, the average yearly pay for service desk operations manager in Massachusetts is $103,226.00, according to ZipRecruiter salary data. Most workers in this role earn between $77,500.00 and $122,900.00 per year, depending on experience, location, and employer.

What is the difference between Service Desk Operations Manager vs Service Desk Supervisor?

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon in IT support teams, smaller organizations

The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.

How much do service desk operations managers make?

Service Desk Operations Managers in the US typically earn between $60,000 and $100,000 annually, with the median salary around $75,000. Salaries vary based on experience, location, company size, and certifications such as HDI or ITIL, and often include benefits like bonuses and health insurance.

What is the role of a Service Desk Operations Manager?

A Service Desk Operations Manager oversees the daily operations of the service desk team, ensuring efficient incident and request resolution, maintaining service quality, and implementing process improvements. They coordinate staff, monitor performance metrics, and often utilize IT service management tools like ITIL frameworks to meet organizational service goals.

What are popular job titles related to Service Desk Operations Manager jobs in Massachusetts?

For Service Desk Operations Manager jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Service Desk Operations Manager jobs in Massachusetts look for?

The top searched job categories for Service Desk Operations Manager jobs in Massachusetts are:

What cities in Massachusetts are hiring for Service Desk Operations Manager jobs?

Cities in Massachusetts with the most Service Desk Operations Manager job openings:

Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in Massachusetts as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $103,226 per year, or $49.6 per hour.

Senior Service Desk Technician (Boston, MA-Hybrid)

Edelman Financial Engines, LLC

Boston, MA • On-site

Full-time

Medical, Dental, Retirement

Re-posted 14 days ago

Edelman Financial Engines rating

9.2

Company rating: 9.2 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

Job description

At Edelman Financial Engines (EFE), our purpose is to guide people with the financial advice they need to thrive. 
 
We believe that every dollar saved represents a lifetime of hard work and aspirations, and every dollar invested has a job to do for our clients. That's why we are committed to managing our clients' investments by truly understanding them as people first and then delivering advice, strategies and solutions to help them feel confident about the plans they are making, whether for today, tomorrow, or in the great unknown future. Our goal is to build long-term relationships based on respect, integrity, and a belief that our responsibility is to help people make smart investments decisions in every stage of their lives.
 
Our culture is grounded in our CORE values: Client First, One Team, Respectful Candor, and Endless Curiosity. These values guide everything we do, for our clients and each other. We are committed to moving forward together. If you are inspired by purpose-driven work and a collaborative, values-led culture, we invite you to explore a career with us.

As a Senior Service Desk Technician on the IT Service Tech team, you'll play a pivotal role as a primary escalation point for complex technical issues and provides advanced support to end-users. This position requires strong technical expertise with Windows and Mac environments, Active Directory, and Office 365 administration, as well as the ability to create, maintain, and enforce Standard Operating Procedures (SOPs).  The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset.

In addition to an earnest desire to help people, we are looking for the ideal candidate to complement the team's existing talents. For this Senior Service Desk Technician role, we are seeking a candidate with proven advanced technical troubleshooting and escalation leadership to help advance end-user experience and operational efficiency. If you are a problem solver and strive at delivery excellence this may be an opportunity for you!

Responsibilities:

  • Respond to incidents and service requests for calls and tickets ensuring timely resolution.
  • Troubleshoot and resolve hardware, software, and basic network issues.
  • Act as the escalation point for complex technical issues not resolved by service desk staff.
  • Troubleshoot advanced issues with hardware, software, networking equipment, and business-critical applications.
  • Train, mentor, and support junior service desk team members.
  • Manage and prioritize help desk tickets, ensuring timely response and resolution, while escalating issues to team lead and/or management when appropriate.
  • Assist with imaging, deployment, and maintenance of end-user hardware and backup solutions.
  • Strong working knowledge of both Windows and Mac operating systems.
  • Hands-on experience with Active Directory and Office 365 administration.
  • Experience with service ticketing/tracking systems and remote support tools.
  • Strong interpersonal and communication skills with the ability to mentor and guide junior staff.
  • Ensure compliance with security policies and data protection standards.
  • Utilize and contribute to the knowledge base, documenting solutions, and procedures.

Requirements:

  • 6+ years of experience in IT support or service desk roles.
  • Very strong analytical problem solving and troubleshooting abilities
  • Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
  • Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.
  • Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
  • Self-motivated, forward thinking.
  • Ability to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.
  • Windows 11 end user support
  • Microsoft O365 end user support
  • Support, troubleshooting and imaging of hardware (Dell and Mac laptops).
  • Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
  • Familiarity with Microsoft Active Directory (user & computer accounts, OU's, Group Policy) and EntraID.
  • Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.

Technical Knowledge

  • Experience with Windows 11 OS
  • Experience with ITSM ticketing systems (JIRA, Ivanti, etc.)
  • Experience with Ivanti Neurons
  • Experience with OKTA verify
  • Experience with Active Directory
  • Experience with Microsoft Office O365
  • Experience with monitoring and remote management tools
  • Experience with JAMF administration
  • Experience with Dell laptops
  • Experience with Apple OS
  • Experience with Mac laptops

Preferred Certifications:

  • CompTIA A+ (220-1101)
  • CompTIA A+ (220-1102)
  • CompTIA Net+
  • ITIL Foundation 4.0

Work Schedule: This position currently follows a hybrid work model. Employees are required to work from the office at least two days per week (Monday – Friday).

Edelman Financial Engines takes a market-based approach to pay. The expected base salary range for this role nationally is $48,800- $65,100. However, final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.

Your recruiter can share more about the specific benefits eligible for this role during the hiring process.

About Edelman Financial Engines 
Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Recognized by Barron's as a top RIA firm for eight years in a row (awarded each September (2018-2025) based on prior 12-month data through June 30)1, we support more than 1.27 million clients across 140+ offices nationwide and manage over $324 billion in assets 2. Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client's situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.  
 
For more information, please visit EdelmanFinancialEngines.com. 
 
© 2026 Edelman Financial Engines, LLC. Edelman Financial Engines® is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Certain services provided on an educational and guidance basis only. Results are not guaranteed.  
 
For California residents, please see the link for the Privacy Notice for Candidates. California law requires that we provide you this notice about the collection and use of your personal information. Please read it carefully. 
 
Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status. 
 
Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or efetalentacquisition@edelmanfinancialengines.com. 
 
1  The Barron's Top 100 RIA Firms list, an annual ranking of independent advisory firms, is based on qualitative and quantitative criteria. Firms elect to participate but do not pay to be included in the ranking. The 2018 ranking refers to Edelman Financial Services, LLC, which combined its advisory business in its entirety with Financial Engines Advisors L.L.C. (FEA) in November 2018. For the same survey, FEA received a precombination ranking of 12th.  
 
2 Edelman Financial Engines data, as of September 30, 2025

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