Service Desk Team Lead

Job Locations US-MA-Boston
Job ID

About The Opportunity

We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!


Why Work For Us

Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you! 


This Service Desk Team Lead will be based in the Boston office and will report to the Manager of the Service Desk.This role will need to be able to communicate with all position levels across the organization.

The Impact You Will Make

  • Directly manage a team of Service Desk Analysts - direct the team's work, holding them  accountable for tasks
  • Monitor team metrics and address any bottlenecks/issues 
  • Focus on Service Level Agreements and ensuring the team is meeting its goals
  • Assist with mentoring and coaching for the team - build skills and train team members
  • Act as an escalation point and expert for the team
  • Work with the business to identify gaps or problems with existing processes
  • Act as quality control for the team -- addressing team ticket quality, responsiveness, thoroughness, ticket hygiene, etc
  • Able to perform all the hands-on tasks that we ask of the Service Desk Analysts
  • Be flexible.  We're growing and we need to continue to change to help the company grow
  • Diagnose and fix employee related hardware, software and access issues
  • Maintain inventory levels of equipment 
  • Assist the team as a whole in improving processes and documenting policies

What You Bring to the Table

  • Bachelor’s degree in information technology, or equivalent work experience
  • 7+ years of experience in the Information Technology field 
  • 2+ years of leadership experience or senior roles
  • Experience mentoring and coaching analysts
  • Strong knowledge of Windows, MacOS, and mobile devices
  • Current working knowledge of Active Directory a plus
  • Experience working both independently or as part of a large project team
  • Strong organizational and analytical skills; oral and written communication skills
  • Ability to learn and pick up concepts quickly
  • Ability to take initiative and lead projects
  • Ability to accomplish tasks without supervision
  • Must possess a positive and professional attitude
  • Experience working with remote staff members
  • Experience working with Okta, Jamf, and JIRA 
  • Ability to travel 10% of the time

And Of Course, Perks!

  • Flexible PTO/PTO. Grubhub employees enjoy a generous amount of time to recharge.
  • Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
  • Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
  • Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.  
  • MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants. 
  • Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
  • Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.

Vaccination Requirement: Grubhub employees are required to be fully vaccinated. Candidates must confirm vaccination status at time of hire, and must provide proof of full-Covid-19 vaccination within 2 weeks of starting employment. Fully vaccinated is defined as: “2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson’s vaccine. 


Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.  


CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email 


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.