Strategic IT Account Manager — AI & ITSM for Higher Ed

E-Logic, Inc.; Wellesley (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

E-Logic, Inc. is seeking a high-performing Account Manager to serve as the primary strategic liaison with MassBay Community College. This role involves managing a 24x7 IT helpdesk services contract, ensuring SLA compliance, and overseeing key technology initiatives including AI automation.

The ideal candidate will have a Bachelor's degree and 5-8 years of experience in ITSM or IT Account Management with proven success in higher education.

Qualifications

• 5-8 years of progressive experience in IT Service Management (ITSM) or IT Account Management.
• Proven experience within a Higher Education or public sector environment.
• Demonstrated success partnering with executive-level stakeholders.

Responsibilities

• Manage a multi-year IT helpdesk services contract for MassBay Community College.
• Ensure successful execution of 24x7 multi-channel tech support.
• Oversee the administration of a multilingual ITSM ticketing platform.

Skills

IT Service Management (ITSM)

Stakeholder management

Analytical skills

Problem-solving

Conflict resolution

Technical leadership

Effective communication

Education

Bachelor's degree in Business, IT, or related field

Tools

ITIL framework

Helpdesk platforms (ServiceNow, Zendesk, Salesforce)

Job description

E-Logic, Inc. is seeking a high-performing Account Manager to serve as the primary strategic liaison with MassBay Community College. This role involves managing a 24x7 IT helpdesk services contract, ensuring SLA compliance, and overseeing key technology initiatives including AI automation.

The ideal candidate will have a Bachelor's degree and 5-8 years of experience in ITSM or IT Account Management with proven success in higher education.