Senior Service Desk & IT Operations Lead

Christian Science; Boston (MA); On-site; USD 81,000 - 105,000; Full time

Job summary

Christian Science in Boston is seeking an experienced IT Operations professional to serve as a technical lead within the Office of the Chief Information Officer (OCIO). You will build strong customer relationships, ensure timely resolutions, and drive incident management with adherence to SLAs.

The role requires 7+ years in technical support, policy writing, and cross-functional leadership, plus hands-on oversight of security privileges, documentation, and process improvements across OCIO

Qualifications

• 7+ years delivering technical support to customers.
• Ability to write OCIO policies and approve exceptions independently.
• Provide process leadership by applying OCIO policies and best practices.
• Lead internal OCIO IT Operations projects with strong communication.
• Identify and mitigate risk proactively.

Responsibilities

• Build strong customer relationships via active listening and timely resolution.
• Answer requests and resolve incidents with first-call resolution where possible.
• Use incident management system to track progress and update knowledge base.
• Provision, maintain and remove security privileges across OCIO systems; manage accounts.
• Serve as Technical Lead or SME on OCIO projects (desktop refreshes, upgrades, security, process improvement).

Skills

Verbal communication

Written communication

Vendor management

Leadership

Policy development

Risk mitigation

Tools

Windows

Mac OS

MS Office

VoIP phones

Google Apps

Scripting/Automation tools

Job description

Christian Science in Boston is seeking an experienced IT Operations professional to serve as a technical lead within the Office of the Chief Information Officer (OCIO). You will build strong customer relationships, ensure timely resolutions, and drive incident management with adherence to SLAs.

The role requires 7+ years in technical support, policy writing, and cross-functional leadership, plus hands-on oversight of security privileges, documentation, and process improvements across OCIO