---
title: 'Service Desk Manager at Berkshire Group, LLC'
canonical: 'https://feeny.ai/job/service-desk-manager-berkshire-group-llc-boston-5m8zme1q5q76'
type: 'job'
last_seen: '2026-10-17'
---

# Service Desk Manager at Berkshire Group, LLC

- **Company:** Berkshire Group, LLC
- **Location:** Boston, MA
- **Posted:** 2026-06-12
- **Last confirmed live:** 2026-10-17
- **Apply:** https://job-boards.greenhouse.io/berkshiregroupllc/jobs/4284381009

## Job description

Company Overview

[Berkshire Residential Investments](https://investments.berkshireresidentialinvestments.com/our-company/) 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](https://investments.berkshireresidentialinvestments.com/our-company/careers/#benefits), 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](https://investments.berkshireresidentialinvestments.com/our-company/careers/#overview) for full details – and to learn more about how we value our employees.

We believe

Berkshire Residential values [diversity, equity, inclusion and belonging](https://investments.berkshireresidentialinvestments.com/diversity-inclusion/). 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.

## About Berkshire Group, LLC

## Company Overview
- **One-liner**: Berkshire Group, LLC is a privately held U.S. real estate investment management company that owns, operates, and manages over 480,000 residential units across the country.
- **Entity Type**: Private (bootstrapped/established firm; no external funding rounds disclosed)
- **Headquarters**: Boston, Massachusetts, USA
- **Founded**: 1966
- **Founders**: Not publicly disclosed

## Core Business
- **Primary industry**: Real estate investment management (residential multifamily, single-family rentals, student housing, senior housing, manufactured housing)
- **Target customers**: Institutional investors, global capital partners, and residents of the communities they manage
- **Mission / purpose**: "To deliver long-term value and innovative solutions" as a people-first, vertically integrated owner-operator

## Products & Services
- **Investment Management Platform**: Closed-end value funds, open-end core fund, closed-end debt fund series, and separate accounts for equity and debt investments in U.S. residential real estate.
- **Property Operations & Management**: Full in-house capabilities covering acquisitions, dispositions, development, portfolio management, debt capital markets, and asset management.
- **Internship Program**: 10–12 week undergraduate summer internships in Boston, Dallas, San Francisco (and remote opportunities) across real estate investment and operations.

## Market Standing
- **Valuation / Market Cap**: Not disclosed (private company)
- **Key Metric**: $34+ billion in assets under management (AUM) and 480,000+ residential units owned, managed, or overseen across 48 U.S. states
- **Notable Investors / Partners**: Serves a global client base of institutional investors; no specific names listed publicly
- **Growth Signals**: Consistently awarded – NAA Top Employer in Large Company Property Management category for 2021–2026; Glassdoor Best Places to Work 2025; J Turner Research Division I Power Ranking 2025. Over 60 years of continuous operation indicate stable, long-term growth.

## Competitive Advantages
- **Vertically integrated owner-operator**: Handles everything from acquisitions to property management in-house, allowing tighter control and faster execution.
- **Scale and track record**: 480,000+ units and $34B AUM provide deep market insights and operational efficiencies.
- **Longevity**: 60 years of experience navigating multiple real estate cycles, building trust with global investors.
- **Award-winning workplace culture**: Multiple “Best Places to Work” accolades based purely on employee feedback (no financial incentives).

## Strategic Focus
- Continue expanding the vertically integrated platform across the U.S. residential spectrum (rental, senior, student, manufactured housing).
- Invest in technology and empower employees to anticipate change and lead with innovation.
- Foster diversity and inclusion via the BerkshireUNTIES initiative and maintain a people-first culture that attracts top talent.

## Why Work Here
- **Culture**: Entrepreneurial spirit, deep expertise, and a “people-first” approach that prioritizes respect, collaboration, and excellence. Valued for transparency and clear career paths.
- **Work environment**: Hybrid office presence in Boston, Dallas, San Francisco, plus remote opportunities. Operations across 48 states with many on-site property roles (maintenance, leasing, property management).
- **Perks & recognition**: Health and wellness programs, strong internal promotion pipeline, and a legacy of industry awards (NAA Top Employer, Glassdoor Best Places to Work).
- **Diversity & inclusion**: BerkshireUNTITES employee resource group actively works to foster belonging and inclusive practices.

## Sources
1. [berkshireresi.com](https://berkshireresi.com/) – Company overview, AUM, units, history, values
2. [berkshireresi.com/our-team/our-company](https://berkshireresi.com/our-team/our-company/) – Awards (NAA Top Employer, Glassdoor Best Places to Work), culture, diversity
3. [investments.berkshireresidentialinvestments.com/our-company/careers](https://investments.berkshireresidentialinvestments.com/our-company/careers/) – Internship program, career values
4. [job-boards.greenhouse.io/berkshiregroupllc](https://job-boards.greenhouse.io/berkshiregroupllc) – Current open positions (68 listings), company description

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