IT Service Desk Manager

Job ID
Information Technology

Company Overview

VERTEX is regarded as one of the premier engineering, construction, environmental and IT companies serving many top insurance companies, real estate owners, contractors, banks, real estate investors and attorneys across the country. VERTEX has 25 offices worldwide and a dedicated staff of over 450 engineers, architects, environmental, and construction professionals. VERTEX offers comprehensive solutions for construction and environmental exposures. With 55,000 projects completed since inception, our experience speaks for itself.


In late 2013, VERTEX implemented an Employee Stock Ownership Program (ESOP). VERTEX’s employee-owners help our clients identify and mitigate risks to a project’s physical, environmental and economic well-being; it drives every decision we make. We offer highly personalized and customized service to address highly specialized challenges. By applying technical and scientific skills to our clients’ real business challenges, VERTEX creates integrated solutions that minimize risks while achieving the required results.


For more information about VERTEX visit us here


Optistar Technology Consultants, a VERTEX is Company, is looking for a sharp IT Service Desk Manager to help us create a word class service desk - the front lines of support and face of our company.  Your goal is ultimately to make each and every one of our customers raving fans.   It’s a challenging position in a fast paced environment. Optistar is a growing, thriving, energetic managed IT service provider (MSP) with a unique business model and clients in both the United States and Europe. You would be managing the Service Desk team from our Weymouth, MA office. We are a wholly owned subsidiary of The Vertex Companies - a rapidly growing, multi-national consulting firm that is experiencing exponential growth. The individual we are looking for will enjoy the challenge of working on multiple projects on a fast-paced schedule, working with senior staff, and providing field oversight on a variety of projects. More specific details are described below.


Core Responsibilities

  • Build and manage a world class 24 x 7 Service Desk Team
  • Train, coach and mentor Service Desk team including career development
  • Oversee hiring and staff performance management activities
  • Measure, Monitor and Improve Customer Service Experience for all incoming support requests (calls, email, etc.)
  • Implement, manage and track Service Desk SLAs for varying work types
  • Implement, report on and manage key performance indicators (KPIs) for the Service Desk Team
  • Manage Service coverage and ensure there are never any gaps
  • Enhance and manage Service Desk Training and course content
  • Streamline Service Desk processes in order to improve efficiencies
  • Provide executive management performance reports on a weekly basis
  • Manage the Client Access Portal for customers to log in and view their service requests 

Position Requirements


  • Bachelor's degree (B. A.) from four-year college or university (Computer Science Degree, Information Technology or related field) preferred


  • Three to five years’ experience working in a customer support role
  • Proven ability of managing a customer service staff with both onsite and remote employees
  • Proven abilities hiring / building teams during a rapid growth phase

Knowledge & Skills

  • Must be team oriented!
  • Strong customer service and communication skills
  • Highly proficient with Customer Support Software (Professional Services Automation (PSA) Software a plus, Autotask PSA a BIG plus)
  • Spanish and or French language skills a plus
  • Must be able to perform complex tasks and handle multiple priorities, and can perform exceptionally under high stress conditions

EEO Statement

VERTEX is an equal opportunity employer committed to workforce diversity. M/F/D/V. 11


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