Lead Service Desk & Tech Experience Leader

Boston University; Boston (MA); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Time Off & Holidays

Retirement Plan

Tuition Assistance

Job summary

Boston University IS&T is seeking a Lead Service Desk Specialist to supervise the day-to-day operations of the service desk supporting 200+ IT services. You will guide a small staff, serve as Incident Coordinator for major campus incidents on a rotating basis, and act as a technical expert for escalated issues and projects.

You will collaborate with IT support teams and end users in a hybrid, Boston-based environment, engaging in internal service teams and special projects while driving

Qualifications

• 3+ years of related experience in technical support, client services, or a similar IT support environment.
• Advanced technical and computer skills with strong analytical and project/process management abilities.

Responsibilities

• Provide supervision, career development guidance and direction to those you supervise and the larger Service Desk team.
• Act as Incident Coordinator for unplanned major incidents on campus on a rotating basis.
• Serve as technical expert for escalated service issues and project assignments; attend meetings and stay informed about key services and support activities.
• Participate on project teams to advise IS&T processes, supported services and verification of proposed solutions; implement best practices.

Skills

Technical support experience

Analytical skills

Project/process management

Education

Bachelor's degree or equivalent

Tools

BUworks SAP ERP

Blackboard Learn

Job description

Boston University IS&T is seeking a Lead Service Desk Specialist to supervise the day-to-day operations of the service desk supporting 200+ IT services. You will guide a small staff, serve as Incident Coordinator for major campus incidents on a rotating basis, and act as a technical expert for escalated issues and projects.

You will collaborate with IT support teams and end users in a hybrid, Boston-based environment, engaging in internal service teams and special projects while driving