Lead Service Desk Specialist

Responsibilities

• Provide Tier 1 and Tier 2 technical support by troubleshooting and resolving issues via the IT ticketing system
• Manage and resolve service desk tickets in a timely manner, identifying root causes
• Serve as an escalation point for complex technical issues
• Lead day-to-day Service Desk operations and prioritize workloads
• Mentor, train, and support Service Desk team members
• Monitor ticket queues, team performance, and support metrics
• Collaborate with IT team members to diagnose advanced technical issues
• Document support procedures, knowledge base articles, and best practices
• Identify and implement process improvements for the end-user experience

Requirements

• 7+ years of experience in IT support, Service Desk, or IT Operations
• Experience supporting Tier 1 and Tier 2 technical environments
• Prior experience mentoring or leading Service Desk team members preferred
• Strong troubleshooting skills across Windows, macOS, and mobile platforms (iOS/Android)
• Experience with identity management, endpoint management, and SaaS applications
• Bachelor’s degree in Computer Science, IT, or related field preferred
• Ability to work on-site in Boston 4 days a week
• Authorized to work in the US without sponsorship

Preferred Qualifications

• Experience with Google Workspace
• Proficiency with Okta, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune

About the Company

RA Capital is a leading provider of capital and services to promising innovators, investing in medicines and planetary health with over $10B under management.