Company Overview
Berkshire Residential Investments is a people-first real estate investment company who values not only the impact we make as a company, but the time we spend together in our high-performing teams. We value individual skills and perspectives to allow us to best serve our employees, investors, residents, and other stakeholders.
If you’re interested in a workplace where everyone feels empowered to bring their full, authentic selves to work each day, come join our talented and growing team at Berkshire Residential Investments. Our environment of entrepreneurial spirit, culture of expertise and our people-first approach will allow you to thrive while continuing to grow in your career. Position Summary
The Service Desk Manager is responsible for the leadership, performance, and continuous improvement of the service desk function, ensuring a consistent and high-quality end-user support experience across Berkshire. This role provides direct management of service desk personnel, establishes operational structure, and ensures team capacity is effectively utilized. The Service Desk Manager is accountable for both day-to-day service delivery and the evolution of the team beyond reactive ticket handling.
Responsibilities include, but are not limited to:
Service Desk Leadership
Supervise help desk resources to ensure a consistently high level of service
Manage day-to-day service desk operations, including ticket flow, prioritization, and workload distribution
Lead and manage a 4-person team, including performance management, coverage, and accountability
Establish and enforce team performance expectations, work prioritization, and service standards
Responsible for meeting defined service levels and improving measurable service performance
Serve as the escalation point for complex or high-impact issues
Consistently demonstrate use of tact and discretion
Customer Experience
Ensure consistent delivery of responsiveness, follow-up, and clear communication across all user interactions
Enforce ownership of tickets through resolution and maintain high service quality standards
Operational Management & Prioritization
Establish and enforce Service Level Agreements (SLAs) and performance metrics
Transition the team from reactive ticket handling to structured, prioritized execution
Introduce structured prioritization beyond incoming tickets, balancing reactive support with planned operational work
Monitor queue health, backlog, and team capacity, adjusting workload as needed
Asset, Procurement, and Budget Management
Manage and analyze purchasing needs for equipment (new and replacement) aligned to Berkshire standards
Assist in the budgeting process for hardware and software across corporate and property environments
Maintain an accurate inventory of all Berkshire technology assets
Endpoint and Workplace Technology Management
Maintain computer images and endpoint standards across the environment
Oversee endpoint lifecycle processes including provisioning, inventory, and hardware recycling
Maintain and support video conferencing capabilities for corporate and regional offices
Team Utilization and Capability Building
Ensure effective use of team capacity across both reactive and planned work
Expand team contributions to include structured operational tasks such as application deployments and lifecycle activities
Coordination and Vendor Management
Coordinate with infrastructure and security teams for escalations and dependencies
Manage service desk interactions with vendors supporting hardware, software, and end-user services
Knowledge/Experience:
At least five (5) years’ experience in a service desk role
At least two (2) years leading or managing a team
Aptitude for organizing, prioritizing, and managing multiple priorities, using critical thinking and problem solving
Demonstrated multi-modal communication style that reaches every stakeholder, specifically excellent verbal, and written communications
Ability to communicate with and manage up to senior management
Collaborative working style with inclusive work and thinking behaviors, commitment to excellence in teams and work product, with a strong work ethic
Demonstrate emotional intelligence in high pressure and sensitive situations
Tenacity, patience, and perseverance to work with business deals from beginning to end of process
Represent the Berkshire employment brand well to candidates by seeking to understand the capabilities and insights of people with unique backgrounds, cultures, styles, and abilities
Maintain confidentiality of sensitive information and communications of information
Develop productive working relationships with all team members including internal clients and external third parties
Demonstrated high level of ethics and integrity with a straightforward and honest approach
Technical/Educational Requirements:
Bachelor’s degree preferred or the equivalent in on-the-job experience
Demonstrated ability to use and learn new technology (e.g., computers/hardware, mobile, software, cloud-based programs)
Proficiency with computers, keyboards, monitors and telephone headsets.
Proficiency in Microsoft Suite of Products (e.g., Word, Outlook, Excel, Teams, Power Point, SharePoint, Stream etc.)
Proficiency with current versions of Windows, Edge, Azure
Proficiency with remote/virtual meeting technology and how to conduct online meetings/training
Proficiency with SharePoint & Stream for internal social media content
Berkshire Residential offers an excellent benefits package , focusing on our employees’ total health and wellness. We offer programs and incentives that promote physical, mental, financial, and behavioral wellbeing both within and beyond our workplace. Current anticipated annual base salary range: $110,000 - $125,000. Base salary within the range will be determined by various factors including but not limited to the individual's experience, skills and qualifications. Please visit our Careers page for full details – and to learn more about how we value our employees.
We believe
Berkshire Residential values diversity, equity, inclusion and belonging . Berkshire is committed to providing equal opportunity in all practices, including employees and applicants for employment. We ensure that decisions affecting employees are made without regard to their race, color, creed, national origin, age, disability, gender, gender identity, sexual orientation, or any other protected status.