Lead Service Desk Specialist

Full Timelead

Boston, MAPosted 22 days ago

Role Overview

Racapitalmanagementllc is hiring a Lead Service Desk Specialist. This is a full-time role in Boston. posted 3 weeks ago. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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Job description

Imagine if you had the skills, knowledge, and teammates to both understand the root of the world’s most pressing problems and build the technologies and companies best positioned to solve them. RA Capital has done exactly that for more than two decades, backing bold ideas in medicines to further human health and now expanding into Planetary Health to improve how efficiently we utilize the world’s precious resources.

RA Capital is among the leading providers of capital and services to the most promising innovators in the world. We invest flexibly—seed to IPO and beyond, anywhere in the world—with $10 B+ under management and a culture that prizes curiosity, rigor, and collaborative debate. We are investors who not only fund companies but get elbow deep in building them. From helping them recruit talent to helping them recruit patients for their studies to helping match them to strategic partners and even going to Washington to win reforms, RA Capital’s large team has people with nearly every relevant expertise one might need to turn an idea into a cure that actually helps people.

If you live for first-principles problem-solving with great colleagues, thrive on complexity, and want to do meaningful work that ripples across industries and ecosystems, you’ll feel at home at RA Capital. Here, questions are welcomed, ideas are tested, and victories are shared. Even our lawyers are creative and engaging. And don’t get us started on our compliance team’s wicked sense of humor; nothing about what we do is boring.

Are you ready to bring your creativity, discipline and collaborative spirit to help us invent the future? Join us and you’ll collaborate daily with investors, founders, physicians, biologists, engineers, economists, and reform advocates who think in systems and act with urgency.

Join us to invent a happier, healthier, more productive future - and have fun doing it.

As a Lead IT Service Desk Specialist, you will serve as a member of the IT Operations team, providing frontline technical support while helping lead and mentor the Service Desk function. In this role, you will balance hands-on technical troubleshooting with day-to-day oversight of Service Desk operations, ensuring high-quality support and an excellent employee experience across the organization.

The ideal candidate is a collaborative technical lead with strong customer-service instincts, excellent communication skills, and a passion for mentoring others and improving IT support processes in a fast-paced environment.

Key Responsibilities

Provide Tier 1 and Tier 2 technical support by troubleshooting and resolving issues submitted through the IT ticketing system
Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and implement solutions
Serve as an escalation point for complex technical issues while maintaining ownership through resolution
Lead day-to-day Service Desk operations, helping prioritize workloads and ensure timely response and resolution of support requests
Mentor, train, and support Service Desk team members, promoting technical growth and strong customer-service practices
Monitor ticket queues, team performance, and support metrics to help maintain service levels and improve operational efficiency
Collaborate with other members of the IT team to diagnose and resolve advanced technical issues
Assist with documenting support procedures, knowledge base articles, and operational best practices
Identify opportunities for process improvement and help implement enhancements to the end-user support experience
Escalate issues as needed while maintaining clear communication with employees and stakeholders

What You Will Get to Do

Lead and support daily Service Desk operations in a dynamic IT environment
Provide hands-on technical support while mentoring and developing junior Service Desk team members
Work with and support technologies including Okta, Google Workspace, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune
Partner closely with Infrastructure, Security, and Business Operations teams to support company-wide technology initiatives
Help drive operational improvements, documentation standards, and support best practices
Develop insight into how IT Operations supports and enables the broader business

Key Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience
7+ years of experience in IT support, Service Desk, or IT Operations roles
Experience supporting Tier 1 and Tier 2 technical environments in a professional organization
Prior experience mentoring, leading, or managing Service Desk team members preferred
Strong customer service skills with the ability to communicate effectively with both technical and non-technical users
Excellent written and verbal communication skills
Ability to prioritize tasks, manage competing priorities, and operate effectively in a fast-paced environment
Professional demeanor with strong interpersonal, leadership, and teamwork skills
Strong troubleshooting and problem-solving capabilities across a variety of technologies
Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android)
Experience with identity management, endpoint management, and SaaS application support
Experience with Google Workspace, preferred

Additional Requirements:

Must be based in the greater Boston area, no relocation
Ability to work an on-site schedule in our Boston office (Back Bay) 4 days a week
Occasional early or late hours may be required to support team coverage and operational needs
Must be authorized to work in the United States now and in the future without sponsorship or transfers

Compensation

RA Capital Management is committed to fair and equitable compensation practices. Pay for this position will be based on experience, skills, qualifications, and current market conditions.

In addition to base salary (listed below), employees may be eligible for performance-based bonuses and a comprehensive benefits package that includes health insurance, retirement contributions, and paid time off.

Total Rewards

We take pride in offering a comprehensive employee benefits program as a key part of overall compensation. Our Total Rewards include:

Employer-paid monthly premiums for health, dental, and vision coverage
Wellness benefits and programs to support physical and mental well-being
Resources and perks that enhance work-life balance and financial security

We’re dedicated to helping our employees thrive professionally and personally.

Massachusetts base pay range

$80,000—$100,000 USD

RA Capital is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require an accommodation during the interview process, please reach out to careers@racap.com for assistance.

About Racapitalmanagementllc

Racapitalmanagementllc

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Frequently Asked Questions

How do I apply for the Lead Service Desk Specialist position at Racapitalmanagementllc?

Use the Apply button above to submit your application directly to Racapitalmanagementllc. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the Lead Service Desk Specialist position at Racapitalmanagementllc located?

This position is based in Boston. Racapitalmanagementllc has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a Lead Service Desk Specialist at Racapitalmanagementllc earn?

Racapitalmanagementllc has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the Lead Service Desk Specialist role at Racapitalmanagementllc posted?

This role was posted on June 18, 2026 (22 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.