IT Support Services Manager – Helpdesk & Campus Tech

Bunker Hill Community College

Boston (MA)

On-site

USD 88,000 - 96,000

Full time

10 days ago

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Job summary

Bunker Hill Community College in Boston seeks a Manager, IT Support to lead the technology support team serving students, faculty, and staff. The role oversees the IT Helpdesk operations, lab and classroom technology, and cross-department collaboration to align services with institutional goals.

On-campus presence required at least four days per week. The ideal candidate has strong customer service, staff development, and ITIL credentials, with 5+ years in IT support and at least 2 years in a

Qualifications

Bachelor's degree in information technology or related field, or equivalent combination of education and experience.
Excellent verbal and written communication skills.
Experience with helpdesk ticketing systems.
Experience with Windows 10/11 and Mac OS.
ITIL certification or equivalent preferred.

Responsibilities

Lead the IT Helpdesk and service management to meet SLA targets.
Plan workloads, monitor tickets, and prioritize requests across campuses.
Travel weekly to the Chelsea campus to coordinate with business personnel and IT staff.
Send monthly helpdesk status reports to the CIO with ticket metrics.
Develop onboarding and training materials for IT staff and student workers.