Accountant Manager

E-Logic, Inc.; Wellesley (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

E-Logic, Inc. is seeking a high-performing Account Manager to serve as the primary strategic liaison with MassBay Community College. This role involves managing a 24x7 IT helpdesk services contract, ensuring SLA compliance, and overseeing key technology initiatives including AI automation.

The ideal candidate will have a Bachelor's degree and 5-8 years of experience in ITSM or IT Account Management with proven success in higher education.

Qualifications

• 5-8 years of progressive experience in IT Service Management (ITSM) or IT Account Management.
• Proven experience within a Higher Education or public sector environment.
• Demonstrated success partnering with executive-level stakeholders.

Responsibilities

• Manage a multi-year IT helpdesk services contract for MassBay Community College.
• Ensure successful execution of 24x7 multi-channel tech support.
• Oversee the administration of a multilingual ITSM ticketing platform.

Skills

IT Service Management (ITSM)

Stakeholder management

Analytical skills

Problem-solving

Conflict resolution

Technical leadership

Effective communication

Education

Bachelor's degree in Business, IT, or related field

Tools

ITIL framework

Helpdesk platforms (ServiceNow, Zendesk, Salesforce)

Job description

Overview

E-logic is seeking a high-performing Account Manager to serve as the primary strategic liaison between our organization and the leadership at MassBay Community College. You will manage a multi-year, 24x7x365 IT helpdesk services contract, ensuring strict SLA compliance, overseeing multi-departmental workflows, and leading key technology initiatives--including a major AI automation rollout--in close collaboration with the college's CIO.

Responsibilities

• Serve as the definitive point of contact for MassBay's Contract Manager (CIO); align operations with college-wide policies and strategic goals.


• Ensure successful execution of 24x7 multi-channel tech support (phone, email, chat, SMS) and college operator inbound routing.


• Lead technical initiatives tailored to institutional goals, specifically focusing on scoping, implementing, and monitoring requested AI workflows.


• Oversee the administration and scaling of a robust, multilingual ITSM ticketing platform supporting diverse campus departments.


• Manage team escalation paths and ensure all assigned personnel clear mandatory state compliance regulations (including annual CORI/SORI background checks).

Qualifications & Experience

• Bachelor's degree preferred (Business, IT, or related field).


• 5-8 years of progressive experience in IT Service Management (ITSM) or IT Account Management.


• Proven experience within a Higher Education or public sector environment.


• Demonstrated success partnering with executive-level stakeholders (CIOs, VPs, or state administrators).


• Strong expertise in the ITIL framework and ITSM platform administration.


• Exceptional written and verbal English communication skills.


• Proven ability to lead complex technology rollouts and automation projects.


• Advanced analytical, problem-solving, and conflict-resolution skills.

Preferred Certifications

• ITIL Foundation (or higher) is highly desirable.


• PMP certification is a strong plus.


• Helpdesk platform certifications (ServiceNow, Zendesk, Salesforce, etc.) are a plus.