Come lead a motivated and collaborative team dedicated to providing quality support to Boston University in a variety of exciting ways. The Service Desk serves as the BU communitys primary point of contact for all 200+ IS&T-provided IT services, leveraging enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate solution. The Service Desk has four physical locations and operates 8am 11pm, 7 days a week. Service Desk staff members serve as Subject Matter Experts in a wide variety of areas, resolving incidents, fulfilling requests, and participating and/or leading service, platform, or project teams. The Assistant Director, Service Desk, provides leadership and guidance to the team, and participates in strategic direction and planning for the Service Desk, the IT Help Center, and IS&T. The Assistant Director, Service Desk, also is very active in service management activities, acting as the Incident Management Process Owner, overseeing the on-call Incident Coordinators for Major Incidents, and guiding the direction of changes to our ITSM tool in the Incident module. This individual will work closely with the Assistant Director of its peer team, Desktop Services.
Salary: Grade 58
Bachelor's Degree in related discipline is preferred. Ten to twelve years of experience in a related technology environment that includes a minimum of five years in a supervisory or management role leading technology teams. ITIL Foundations certifications preferred; experience with ITIL required. HDI Support Center Manager certification a plus. Experience in a higher education environment would be helpful, but a fresh perspective is also welcome. ServiceNow experience would also be beneficial.
Boston University is no small operation. With over 33,000 undergraduate and graduate students from more than 140 countries, 10,000 faculty and staff, 16 schools and colleges, and 250 fields of study, our two campuses are always humming.