Service Desk Support Specialist III

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

DEPARTMENT: Office of the Chief Information Officer (OCIO)

ESSENTIAL DUTIES AND RESPONSIBILITIES

1) Build strong, positive customer relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude. Maintain the following minimum service metrics on a quarterly basis:

• Average customer satisfaction score of 4 out of 5 for tickets/requests; and,
• Meet or exceed ticket/request response and resolution times 90% of the time.

2) Answer incoming requests and resolve incidents emphasizing first-call resolution. Escalate incidents to proper resource/tier if needed while maintaining service level agreement (SLA) accountability. Communicate with customers throughout the lifecycle of requests/incidents.

3) Use our incident management system to track the progress of the request. Use and grow our documentation knowledge-base to improve the consistency & effectiveness of service delivery across the team.

4) Provision, maintain and remove security privileges across all OCIO managed systems. Manage user accounts, reset passwords, maintain permissions. Help produce compliance documentation and reports as required.

5) Serve as “Technical Lead” or “Subject Matter Expert” on OCIO projects as assigned. Examples include annual desktop/laptop refreshes, enterprise software evaluation/configuration, mass software upgrades, security & compliance, and process improvement.

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships
Supervisor: OCIO Operations Manager
Supervises: NA

Regular Contacts
OCIO Service Desk and various employees in the organization

JOB REQUIREMENTS

Education/Experience

• 7+ years experience providing technical support to customers.
• Able to write OCIO policies and able to approve exceptions independently.
• Provide process leadership by applying OCIO policies and industry best practices in ambiguous circumstances. Creates a path forward to customer satisfaction when requests get “stuck.”
• Exercise planning & leadership in completing internal OCIO IT Operations projects without the need for dedicated Project Manager. Provides effective communication across all stakeholder groups. Identify and mitigate risk proactively.

Knowledge/Skills

• Strong verbal communications skills. Track record of success operating collaboratively in teams and managing vendor relationships. Comfortable providing performance feedback to vendors (meeting SLA’s), coaching, and conflict resolution.
• Strong written communication skills. History of authoring effective documentation as well as updating/maintaining it consistently.
  Strong analytical and problem-solving skills. Able to resolve technical issues both directly (hand-on) and indirectly (teamwork, influence) through service partners and product vendors.
• Strong curiosity and love for learning. Desire to maintain technical proficiency, industry best practices, and certification through combination of personal self-study and TFCCS-funded training / conferences.
• Access to confidential information requires impeccable background of professional judgment & ethical behavior.
• Software proficiency including Windows & Mac OS, MS Office, VoIP phones, and Google Mail/Apps. Knowledge of scripting and automation tools is a plus!
• Working knowledge of enterprise network systems, including remote access systems such as VPN.
• After-hours availability for emergencies / alerts mandatory. This is on a rotational basis which requires you to respond to calls, remote-in, troubleshoot issues and sometimes drive into the office on weekends to resolve certain high level issues. 7 day on call shift, requires that on call tech meet agreed upon SLA of 15 min response time. The work requires maintaining access to a computer with internet access – computer and WiFi hotspot will be provided.

Engagement with Christian Science

• Membership in The Mother Church preferred.

Pay range: $38.99 - $50.68 hourly

The pay ranges disclosed in our job postings are the compensation ranges the Church reasonably and in good faith expects to pay for a given position at the time of posting.

The offered salary will be determined by factors such as the applicant’s relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.