Remote IT Service Delivery Leader

Boston Public Schools; Boston (MA); On-site; USD 90,000 - 125,000; Full time

Job summary

Boston Public Schools seeks an experienced leader to serve as Assistant Director of Technology Service Delivery, overseeing the Service Desk and Call Center while moving toward a modern ITSM framework for a consistent customer experience.

Reporting to the Director, you will build a service catalog, knowledge base, and standardized incident practices, while ensuring privacy controls and cross-training across Technology.

Qualifications

• 5 years managing Service Delivery or Service Desk operations.
• ITIL Foundation certification or equivalent.
• Experience migrating to a modern enterprise ITSM platform.
• Experience building a service catalog and knowledge base.
• Experience with call center tech like Cisco Cloud Calling/Webex.
• Experience in public-sector or K-12 environments.

Responsibilities

• Lead day-to-day Service Desk, Call Center, and customer support operations.
• Develop and maintain a comprehensive service catalog and knowledge base.
• Establish escalation, ownership, and service levels across Technology.
• Partner with cross-functional teams to standardize service delivery.
• Drive ITSM platform migration and operational resilience.

Skills

Service Delivery leadership

IT Service Management

Call center operations

Cross-functional collaboration

Customer-focused leadership

Education

Bachelor’s degree in IT or related field

Tools

Cisco Webex/Calling

ITSM platform tooling

Job description

Boston Public Schools seeks an experienced leader to serve as Assistant Director of Technology Service Delivery, overseeing the Service Desk and Call Center while moving toward a modern ITSM framework for a consistent customer experience.

Reporting to the Director, you will build a service catalog, knowledge base, and standardized incident practices, while ensuring privacy controls and cross-training across Technology.