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Added 2 mins ago
PI
Manufacturing Purification Manager
Pfizer, Inc.
MA
- $106,000 to $176,600 USD / year
Experience using common AI tools, including generative technologies such as ChatGPT or Microsoft Copilot, to support problem solving and enhance productivity. Demonstrated curiosity for…
Added 12 mins ago
NS
MANAGER
Naval Sea Systems Command
Dahlgren, VA
- $143,913 to $197,200 USD / year
Additional qualification information can be found from the following Office of Personnel Management website:
Added 12 mins ago
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Environmental Protection Specialist
National Park Service
Porter, IN
- $68,999 to $89,703 USD / year
Integrates environmental compliance requirements into the planning, design, implementation, and monitoring of resource management projects.
Added 12 mins ago
NI
Photographer (Scientific-Technical)
National Institutes of Health
Montgomery County, MD
- $85,447 to $133,142 USD / year
Do you have experience using photography to capture what others might miss? Bring your technical skill and creative problem-solving to a clinical research environment, with physicians,…
Added 12 mins ago
CA
Program Manager
Customs and Border Protection
Indianapolis, IN · Aliso Viejo, CA · Washington, DC
- $125,776 to $163,514 USD / year
…Customs and Border Protection, Office of Facilities and Asset Management, Planning, Programming, and Requirements Division,1 vacancy located in the following areas: Indianapolis IN,…
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Center Director
Forest Service
Puxico, MO · Estacada, OR · Mammoth Cave, KY · Frenchburg, KY
- $89,508 to $138,370 USD / year
…programs, goals and activities. | Make decisions relative to the management to the Center and devise solutions to problem not susceptible to treatment by traditional methods. | Lead,…
Added 15 mins ago
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Deputy Director
Administration for Children and Families
Washington, DC
- $169,279 to $197,200 USD / year
…resource centers, funding opportunity announcements, grants management, contract administration, performance monitoring, compliance, and stewardship of federal…
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HR SPEC (RECRUITMENT & PLACEMENT)
US Army Civilian Human Resources Agency
Memphis, TN
- $50,460 to $65,599 USD / year
…(FASCLASS), Defense Civilian Personnel Data System (DCPDS), Employee Management Processing and Recruitment System (EMPReS), etc., to process personnel actions. | Use the Defense Civilian…
Added 15 mins ago
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IT PROJECT MANAGER (PLCYPLN)
Defense Information Systems Agency
Fort Meade, MD
- $121,785 to $158,322 USD / year
Oral Communication - briefing mid-level management and IT staff on the status of information technology systems, projects, or daily operations, including the communication of technical…
Added 15 mins ago
PP
Front of House Manager
Palm Palm
Pittsburgh, PA
- $55,000 to $65,000 USD / year
The Front of House Manager is a key part of our leadership team, responsible for creating a seamless guest experience and supporting the day-to-day operations of the dining room and bar.…
Added 16 mins ago
Hazardous Area Classification (HAC) Subject Matter Expert (SME)
ProSidian Consulting, LLC
Richland, WA
ProSidian is a Management and Operations Consulting Services firm that delivers value to clients through tailored solutions grounded in industry-leading practices. ProSidian provides…
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Construction Project Manager
ProSidian Consulting, LLC
Brookhaven, NY
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Added 18 mins ago
NA
PROGRAM MANAGER
Naval Air Systems Command
Patuxent River, MD
- $102,415 to $158,322 USD / year
You will serve as a Program Manager in the Systems Acquisition Group, Program Management Department, PMA Support Branch of NAVAIRWARCENAC DIV.
Added 18 mins ago
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SUPERVISORY PROGRAM MANAGER
Naval Systems Management Activity
Joint Base Anacostia-Bolling, DC · Norfolk, VA · Washington Navy Yard, DC
- $150,144 to $197,200 USD / year
You will serve as a SUPERVISORY PROGRAM MANAGER of NAVAL SYSTEMS MANAGEMENT ACTIVITY.
Added 18 mins ago
OO
IT Specialist (Security Controls Assessor)
Office of Intelligence and Analysis
Washington, DC
- $121,785 to $158,322 USD / year
Information Management - Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.
Added 18 mins ago
OO
Student Trainee (Intelligence)
Office of Intelligence and Analysis
Bethesda, MD · Washington, DC
- $37,112 to $91,815 USD / year
Mission Readiness: Includes budget and finance, human resources, program management, security, strategic planning and policy development.
Added 18 mins ago
OA
Lead Management and Program Analyst
Other Agencies and Independent Organizations
Germantown, MD · Washington, DC
- $143,913 to $187,093 USD / year
This position is part of the Office of Environmental Management - Headquarters, Department of Energy. As a Lead Management and Program Analyst, you will provide workforce management support…
Added 18 mins ago
NI
Social and Behavioral Scientist Administrator Program Officer (Supervisory)
National Institutes of Health
Montgomery County, MD
- $169,279 to $197,200 USD / year
Enforce general personnel management policy with regard to leave granting, recommending promotion, employee counseling and disciplinary action.
Added 18 mins ago
NI
Social and Behavioral Scientist Administrator Program Officer (Supervisory)
National Institutes of Health
Montgomery County, MD
- $169,279 to $197,200 USD / year
Enforce general personnel management policy with regard to leave granting, recommending promotion, employee counseling and disciplinary action.
Added 18 mins ago
NI
Social and Behavioral Scientist Administrator (Program Officer)
National Institutes of Health
Montgomery County, MD
- $169,279 to $197,200 USD / year
Coordinate with higher level management for needed resources.
Added 18 mins ago
CA
Supervisory Intelligence Research Specialist
Customs and Border Protection
Laredo, TX
- $130,644 to $169,842 USD / year
…intelligence and analysis along with operational support and program management in service of the CBP intelligence…
Added 23 mins ago
Production Team Lead
THE/STUDIO
Remote, United States
We’re looking for a hands-on Production Team Lead to run our sourcing team day to day. You’ll own daily task management, SOP compliance and the order pipeline, so every order ships on time…
Added 25 mins ago
Alterations CSR
David's Bridal
Lewisville, TX
…experience to David’s Bridal customers S/he reports to the Store Manager. The Alterations CSR is responsible for task that may include welcoming and servicing customers, making…
Added 25 mins ago
Alterations Customer Service Representative
David's Bridal
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…experience to David’s Bridal customers S/he reports to the Store Manager. The Alterations CSR is responsible for task that may include welcoming and servicing customers, making…

Suffolk

ServiceDesk Manager

Boston, MA, United States

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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.

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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

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