Find work in the United States.

A simpler way to find your next job.

Jobs in the United States

25+ jobs

Save this search

Added 11 mins ago
AF
2027 Marketing Internship
Americans For The Arts
DC
- $18.4 USD / hour
Help compile reports on campaign results and audience engagement to support data-informed decision-making.
Added 30 mins ago
Sr Manager, Analytics and AI
Panasonic
De Soto, KS
Panasonic Energy is seeking a Sr. Manager, Analytics and AI, reporting to the Sr. Director, Innovation and Analytics. This leader will establish and maintain the enterprise roadmap for…
Added 34 mins ago
VI
Program & Network Manager
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
In this role, you will manage the delivery and execution of assigned networks, programs, and performance improvement initiatives that support client education, collaboration, knowledge…
Added 34 mins ago
CA
Director, Product Marketing
Cochlear Americas
Lone Tree, CO
- $180,000 to $190,000 USD / year
Content Delivery: Optimize content delivery using analytics, automation, and personalization to improve effectiveness.
Added 34 mins ago
DH
Senior HR Business Partner
Denver Health
Denver, CO
- $101,100 to $156,700 USD / year
HR Analytics & Workforce Insights * Connect workforce data and business information across areas to identify patterns, emerging risks, and opportunities. * Translate workforce insights into…
Added 34 mins ago
MI
Algorithm Engineer
Maxar Intelligence I
Westminster, CO
- $105,000 to $140,000 USD / year
Vantor is seeking a highly skilled Algorithm Engineer to join our team and help develop next-generation solutions in computer vision, geospatial analytics, and photogrammetry. This role…
Added 40 mins ago
Lead Product Owner
Humana
Indianapolis, IN
Experience using analytics, operational metrics, and performance data to drive product strategy and prioritization.
Added 40 mins ago
EG
Databricks Data Engineer
Eliassen Group
Indianapolis, IN
- $150,000 to $154,000 USD / year
Build and maintain data lakes to support analytics and business intelligence.
Added 40 mins ago
EG
Program Manager
Eliassen Group
Indianapolis, IN
- $75 to $80 USD / hour
Create metrics and reports with Data and Analytics, and maintain process repositories in SharePoint.
Added 1 hour ago
IS
Business Analyst V
INSPYR Solutions
Texas, TX
- $35 to $55 USD / hour
We are looking for a Business Analyst V with strong experience in financial analytics, cost management, budgeting, and cross-functional collaboration. This role will support financial…
Added 1 hour ago
Senior Digital Product Manager (Ecommerce)
GCI Communication Corp
Anchorage, AK · AK
Drive data‑driven decision‑making using advanced analytics to optimize customer experience, conversion, and operational efficiency.
Added 1 hour ago
Product Operations Manager II (Voice and Wifi)
GCI Communication Corp
Anchorage, AK
Collect, analyze, and interpret user data, product usage metrics, and customer feedback to identify trends and opportunities for improvement on all products in the market within assigned…
Added 1 hour ago
EG
Databricks Data Engineer
Eliassen Group
Juneau, AK
- $150,000 to $154,000 USD / year
Build and maintain data lakes to support analytics and business intelligence.
Added 1 hour ago
EG
Program Manager
Eliassen Group
Juneau, AK
- $75 to $80 USD / hour
Create metrics and reports with Data and Analytics, and maintain process repositories in SharePoint.
Added 1 hour ago
VI
Senior Specialist, Account Management
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
Kaufman Hall provides world-class management consulting in Strategy & Business Transformation, Financial Planning & Data Analytics, Treasury & Capital Markets, Mergers & Acquisitions,…
Added 1 hour ago
VI
Associate Principal, Ambulatory Strategy Intelligence
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
This is a highly client-facing role that combines research, strategic thinking, analytics, writing, facilitation, and executive communication to influence decision-making across member…
Added 1 hour ago
VI
2027 Summer Internship - Revenue Intelligence
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
The Revenue Intelligence team Marketing, Sales, and Account Management make better decisions and execute more effectively by shaping strategy, improving processes, and turning commercial…
Added 1 hour ago
VI
Senior Director, Spend Management Services - Indirect Category
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
In this role, you will lead a high-performing sourcing function or department, developing and executing custom client contracting strategies that reduce spend, improve operational…
Added 1 hour ago
VI
Senior Director, Spend Management Services - Clinical Categories
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
In this role, you will lead a high-performing sourcing function or department, developing and executing custom client contracting strategies that reduce spend, improve operational…
Added 1 hour ago
VI
Senior Category Management Executive - Clinical
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
Evaluate client spend, utilization, and contract performance data to identify savings and optimization opportunities.
Added 1 hour ago
VI
Category Management Director - Clinical
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
Manage a complex category portfolio with significant cross-functional collaboration across sourcing, contracting, analytics, implementation, and value analysis teams.
Added 1 hour ago
VI
Category Management Director - Indirect
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
Manage a complex category portfolio with significant cross-functional collaboration across sourcing, contracting, analytics, implementation, and value analysis teams.
Added 1 hour ago
OP
Sr. Product Manager, Device & Portfolio Strategy
Otter Products, LLC
Fort Collins, CO
- $31,533 USD / year
The successful candidate combines technical expertise, market intelligence, business development skills, and relationship management capabilities to position the company as the preferred…
Added 1 hour ago
VI
Revenue Intelligence Manager
Vizient, Inc.
Centennial, CO
- $31,533 USD / year
In this role, you will drive the execution of commercial strategy by translating account insights, performance metrics, and client needs into actionable intelligence. You will collaborate…
Added 1 hour ago
Intern, Information Technology REQ24162
Biogen, Inc.
Cambridge, MA
Pharmaceutical Operations & Technology IT Analytics - Exposure to the development and deployment of key data and analytics platforms in PO&T for use in GXP Manufacturing (GXP) and for…

Suffolk

ServiceDesk Manager

Boston, MA, United States

Apply About employer

Applications open in a new tab.

Job details

Apply by: Nov 5, 2027
Posting language: English
Posted: Nov 5, 2024

Original job description

Overview

The ServiceDesk Manager is responsible for leading Suffolk Construction's IT ServiceDesk organization, ensuring the delivery of exceptional end-user support, operational excellence, and customer-focused technology services across corporate offices, jobsites, and remote locations.

This role oversees ServiceDesk analysts, support processes, service performance, knowledge management, asset visibility, and end-user experience initiatives. The ServiceDesk Manager serves as a key leader in driving continual service improvement, ServiceNow optimization, AI-enabled support capabilities, and operational efficiencies that support Suffolk's growing technology ecosystem.

The ideal candidate combines strong leadership skills, ITIL-based service management expertise, and a passion for improving employee technology experiences while supporting critical construction, business, and collaboration platforms.

Responsibilities

ServiceDesk Leadership & Operations

Lead, mentor, and develop a national team of IT ServiceDesk professionals.
Establish performance expectations, service standards, goals, and development plans for ServiceDesk staff.
Manage daily ServiceDesk operations to ensure timely resolution of incidents, requests, and escalations.
Drive a customer-first culture focused on responsiveness, communication, accountability, and service excellence.
Monitor staffing levels, workload distribution, and support coverage across offices and jobsites.
Partner with regional IT teams to ensure consistent support experiences nationwide.

Service Management & Process Improvement

Own and continuously improve ITIL-aligned Incident, Request, Knowledge, Problem, and Major Incident Management processes.
Establish and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service metrics.
Lead Problem Management activities to identify recurring issues and implement permanent resolutions.
Develop and maintain escalation procedures and support workflows.
Drive automation opportunities to reduce manual effort and improve resolution times.
Implement continuous improvement initiatives based on support trends and business feedback.

ServiceNow & Digital Workplace Enablement

Partner with ServiceNow Engineering and Platform teams to optimize Incident Management, Request Management, the Service Catalog, Knowledge Management, Asset Management, CMDB, Change Management, and the Self-Service Portal.
Leverage ServiceNow reporting, dashboards, and analytics to improve operational performance.
Support the implementation of AI-driven support capabilities, virtual agents, workflow automation, and self-service initiatives.

Enterprise and Productivity Application Support

Ensure the ServiceDesk effectively supports and triages issues for key Suffolk platforms, including Microsoft 365, Microsoft Teams, SharePoint Online, OneDrive, ServiceNow, Bluebeam, Oracle applications, DocuSign, Miro, Zoom, Okta, PrinterLogic, and other Suffolk technology platforms.
Collaborate with business application owners and technical support teams to drive service quality and issue resolution.

Knowledge Management & User Experience

Foster adoption and curation of the ServiceDesk Knowledge Base.
Drive creation and maintenance of SOPs, troubleshooting documentation, job aids, and support articles.
Expand self-service capabilities that improve user adoption and issue resolution.
Analyze user feedback and CSAT scores to identify opportunities for service improvement.
Champion employee experience initiatives focused on productivity and technology adoption.

Reporting & Analytics

Develop and maintain executive reporting for SLA performance, mean time to resolution, first-contact resolution, ticket volume trends, CSAT, knowledge base utilization, asset metrics, service adoption, and automation opportunities.
Provide regular operational reviews and service improvement recommendations to IT leadership.

Qualifications

Required

Bachelor's degree in information technology, Business, or a related field.
Five or more years of ServiceDesk or IT Support leadership experience.
Eight or more years of progressive IT support and service management experience.
Experience managing enterprise support teams in complex, multi-site organizations.
Experience with ServiceNow, Microsoft 365, ITSM platforms, Knowledge Management, Asset Management, vendor management, and enterprise endpoint support, including Windows 11, macOS, iOS, and Okta identity.
Strong understanding of the ITIL framework, Incident Management, Problem Management, Change Management, and service delivery best practices.

Preferred

ITIL Foundation or ITIL Managing Professional certification.
Experience supporting construction, engineering, or project-based organizations.
Experience with AI-powered ServiceDesk technologies and workflow automation.
Experience leading digital workplace transformation initiatives.

Success Measures

Deliver consistent SLA attainment.
Improve employee satisfaction with IT services.
Increase first-contact resolution rates.
Reduce recurring incidents through effective Problem Management.
Expand knowledge base adoption and self-service capabilities.
Improve ServiceNow data quality and reporting.
Reduce support costs through automation and process optimization.
Maintain strong relationships with business stakeholders nationwide.
Help transform the ServiceDesk from a reactive support organization into a proactive, strategic value center.

Working Conditions

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

EEO Statement

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk.

Compensation Information

Where required by law, pay ranges can be found in Suffolk's job postings. Base Salary for this position is just one component of Suffolk’s total rewards package for employees. Actual salaries may be based on several factors including, but not limited to, a candidate's skill set, experience, education and other qualifications. Suffolk offers a comprehensive benefits package as part of its overall total rewards strategy. Salary ranges are reviewed regularly to reflect market trends.

About Suffolk

Suffolk is a national enterprise that builds, innovates, and invests. We provide value across the entire project lifecycle through our core construction management services and complementary business lines in real estate investment, design, self-perform construction, and technology start-up investment (Suffolk Technologies). By integrating data, artificial intelligence, and advanced technology through our Seamless Platform, we connect design, construction, and operations to deliver smarter, more predictable results and redefine how America builds.

Suffolk – America’s Contractor – is a national company with more than $13 billion in annual revenue, 3,000 employees, and 17 offices, including Boston (headquarters), New York City, Miami, West Palm Beach, Tampa, Estero, Dallas, Los Angeles, San Francisco, San Diego, Las Vegas, Herndon, U.S. Virgin Islands, and other key markets. Suffolk manages some of the most complex and transformative projects in the country, serving clients across healthcare, life sciences, education, gaming, aviation, transportation, government, mission critical, and commercial sectors. Suffolk is privately held and is led by founder, chairman and CEO John Fish. Suffolk is ranked #8 on ENR’s list of “Top CM-at-Risk Contractors.” For more information, visit www.suffolk.com and follow Suffolk on Facebook, Twitter, LinkedIn, YouTube, and Instagram.

At Suffolk, we believe that our total rewards program should offer you and your family the support you need when it matters most. That’s why we have created a program that provides employees with access to a wide variety of options that can be personalized to support you and your loved ones physically, emotionally, and financially.

Benefits include, competitive salaries, auto allowances and gas cards for certain roles, access to market leading medical and emotional and mental health benefits, dental, and vision insurance plans, virtual care options for physical therapy and primary care, generous paid time off, 401k plan with employer match and access to expert financial resources, company paid and voluntary life insurance, tax deferred savings accounts, 10 backup daycare days each year, short- and long-term disability, commuter benefits and more.? For more information, click?here.

Apply About employer

More about this job

Skills

ServiceNow
Leadership
ITIL
Communication skills
Monitor customer service
Process improvement
Change management
Reporting
Workflow
Microsoft 365
Microsoft Teams
Microsoft SharePoint
Bluebeam
Oracle
Miro
Zoom
Technical support
Troubleshooting
Documentation
Computer technology
IT service management
Vendor management
Microsoft Windows
Apple macOS
Tolerate sitting for long periods
Recruitment

Report this job