THE POSITION
The Brattle Group, a privately held, global economics consulting firm, is looking for a Desktop Manager to join our Boston office. The Desktop Manager leads the Desktop Support team, ensuring high-quality technical support and exceptional customer service across the organization. This role combines deep technical knowledge with effective leadership and interpersonal skills, enabling success in a collaborative, consensus-driven environment.
Some of the day-to-day responsibilities of this role include:
- Lead, coach, and develop the Desktop Support team, including staffing, performance evaluations, scheduling, and mentoring.
- Ensure timely resolution of technical issues and high end-user satisfaction.
- Serve as a technical escalation point, promoting a culture of knowledge-sharing and service excellence.
- Oversee the lifecycle and inventory of hardware, peripherals, and mobile devices.
- Coordinate onboarding and offboarding support, including specialized support for senior leadership.
- Manage on-call rotations and ensure continuous support coverage.
- Support desktop-related logistics for office moves and key corporate events.
- Define, maintain, and enforce service level standards (SLAs).
- Monitor service trends and analyze metrics to proactively resolve recurring issues.
- Partner with IT leadership to align team goals with organizational strategies.
- Contribute to strategic planning and resource allocation discussions.
- Develop and maintain clear documentation for operating procedures, onboarding processes, and technical support workflows.
- Provide regular updates and reports on Desktop performance and initiatives to IT leadership.
- Facilitate clear communication across IT functions and business units to align expectations and improve collaboration.
THE CANDIDATE
- 7+ years of experience in IT support, including at least 7 years in team leadership or management.
- Strong technical background in Windows-based systems, enterprise desktop environments, and support tools.
- Proven ability to mentor staff, resolve technical escalations, and drive team performance.
- Exceptional interpersonal and communication skills with the ability to work across departments and personalities.
- Customer-first mindset with excellent troubleshooting and service recovery skills.
- ITIL Foundations Certification.
- Experience with enterprise deployment tools and Helpdesk platforms (e.g., TeamViewer).
- Ability to lift up to 50 lbs and perform hands-on technical tasks.
- Availability for evening/weekend work and participation in 24x7 on-call support rotations.
- Occasional travel may be required.
- Must maintain confidentiality and handle sensitive information appropriately.
Brattle offers a competitive benefits package, base salary, and bonus program for eligible roles based on individual and firm performance. The anticipated base gross salary range for this position in Boston, MA is $115,000 - $130,000 annually. Actual salary will depend on a variety of factors, including experience and training.
This role is not eligible for visa sponsorship.
THE EMPLOYER
The Brattle Group answers complex economic, finance, and regulatory questions for corporations, law firms, and governments around the world. We are distinguished by the clarity of our insights and the credibility of our experts, which include leading international academics and industry specialists. Brattle has 500 talented professionals across North America, Europe, and Asia-Pacific. For more information, please visit brattle.com.
EQUAL OPPORTUNITY
The Brattle Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity and expression, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), genetic information, sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, drug or alcohol abuse or alcoholism, or any other characteristic protected under applicable law.
We encourage all applicants to click here to review our full Equal Employer Opportunity Statement.
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