IT Service Desk Team Leader
Location: Boston, MA
Travel: Primarily local; occasional trips to other locations as needed
Schedule: Hybrid (2 days remote + Tues-Thurs in office) – though at times, in-office presence may be requested on Mondays/Fridays and occasional weekends
Our excellent repeat clients, a private family office based in Boston, Massachusetts, are seeking an experienced IT Service Desk Team Leader to deliver high-level support to executives across both office and residential settings. This role requires strong leadership, hands-on expertise with Apple products, and the ability to manage a broad range of enterprise-level IT services. The ideal candidate will lead a small team, provide direct technical support, manage vendor relationships, and uphold a high standard of service across all environments.
We're looking for someone with intellectual curiosity, the confidence to collaborate across teams, and the leadership skills to set the tone through example. A mindset of continuous improvement and a drive for excellence are key to success in this role.
This position reports to the VP of Information Systems, with a dotted line to the IT Support Manager.
Key Responsibilities:
- Lead and mentor a service desk team delivering daily executive support
- Manage and maintain Apple devices, AV systems, and Wi-Fi networks
- Coordinate on-site support at office and residential locations
- Develop systems, documentation, and service protocols
- Oversee vendor coordination and service request workflows
- Manage risks associated with IT support services
- Travel to client’s residences as needed
- Provide on-call support for troubleshooting and urgent issues as they arise
Qualifications:
- 7+ years in IT support, with at least 3 years supporting executives and 2 years in a leadership role
- Must be within a commutable distance to Boston, Massachusetts
- Education Preferred: Bachelor’s degree in a relevant field, and/or equivalent along certifications such as ITIL, Microsoft, industry specific certifications, or a Hospitality Certification.
- Deep proficiency with Apple products ecosystems, productivity tools, and IT service platforms (e.g., Freshservice)
- Strong communication, problem-solving, and customer service skills
- Comfortable with flexible hours and a 24/7 support mindset
- Willingness to undergo an in-depth background check
- Able to provide recent employment references
Compensation and Benefits:
- $175,000++ per year | depending on experience
- Health, dental, vision, and life insurance
- Retirement plan after a 90-day introductory period
- 15 days of paid vacation
- Paid holidays
- Paid sick days
- Hybrid work schedule – allowing employees to work remotely for part of the week
DM Estate Staffing is a domestic staffing firm based in Silicon Valley, California. We place highly skilled Private Service Professionals with private clients and family offices. While our roots are in Silicon Valley, our reach is nationwide, encompassing key markets such as Aspen, Austin, Los Angeles, Miami, New York City, Palm Beach, Silicon Valley, and Washington, DC.
You may know us as Domestic | Match and Private Chef | Match. After 12 years of expansion, we’ve evolved into the top choice for domestic staffing services. As our journey has unfolded, we’ve expanded beyond the constraints of our original brand, spreading our reach to encompass a broad spectrum of roles within the private estate and family office sectors.
What Makes Us Unique
Drawing upon over 70 years of collective expertise in private service, luxury hospitality, and yachting, DM Estate Staffing’s team boasts a deep understanding of the intimate relationship between private employers and their household staff. Our team’s personal experience in these roles fuels our continued passion and commitment to our recruitment efforts today. We approach our work with zeal and are dedicated to ensuring that clients and candidates alike discover the ideal match.
Please visit our Job Board to see our current openings!