Job Description

Lead Service Desk Specialist- Onsite

• Salary up to $94000/Year

• Client's IT Help Center is looking for a knowledgeable Service Desk Lead to join our client dynamic and diverse leadership team!
• The core function of the Service Desk Lead role is to supervise the day-to-day operational activities of the service desk, which serves as the client community's primary point of contact for all 200+ IS&T-provided IT services, to provide our clients with best-in-class support.
• This role also participates on internal service teams, and special projects and serves as a member of our Incident Coordination team.
• The Service Desk Lead is responsible for the supervision and professional development of a small staff of Specialists.
• The ideal candidate is one that values the staff, student employees, and client experience above all and enjoys and thrives in a team-based structure.
• Our Service Desk provides both Level 1 Service Desk and Level 2 support.
• The Service Desk team has as its primary mission the rapid and efficient diagnosis and resolution of client issues.
• The Service Desk communicates information that allows staff, faculty, and students to confidently rely on Information Services & Technology (IS&T) provided services.
• The secondary mission is to support IS&T projects and strong collaboration with the other IT Help Center support teams.
• The Service Desk Lead will work closely with the Manager, Service Desk, and other members of the IT Help Center leadership team to ensure the coordination of cross-group issue resolution and project work between the groups.
• This individual will have the opportunity to demonstrate technical expertise to assess business needs and advocate for our clients.
• This role participates in the leadership of the Incident Management IT Service Management process, including serving on the Incident Coordination team.
• This position entails being on call and working some evening, weekend, and/or holiday hours, as needed, to supervise the team and to act as Incident Coordinator for unplanned major incidents on campus.
• In return, the client provides an environment that encourages creativity, collaboration, professional and personal growth, career development, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor and frequent laughter (& BBQs!)

• The Service Desk Lead will initiate, research, develop and implement technological and procedural best practices within the Service Desk.
• Attend meetings and be well informed regarding key services and support activities provided by the Service Desk, such as Identity & Access Management, our SAP ERP solution branded works, and Blackboard Learn.
• Provide supervision, career development guidance, and direction to those you supervise and the larger Service Desk team.
• Ensure tools are in place for appropriate work documentation and workload management.
• The Service Desk Lead will oversee and ensure proper training for Service Desk student employees.
• Ensure the Service Desk is aligning with IS&T's mission, vision, and values.
• Support executive reporting through the creation of presentations, proposals, and other documents.
• Serve as a technical expert for escalated service issues and project assignments.
• Participate in project teams to advise on IS&T processes, supported services, and verification of proposed solutions.

• 3-5 years of experience in a related service desk/technology environment, with 2+ years' of management experience
• Bachelor's Degree in a related field is preferred.
• Extensive experience with an ITSM ticketing system such as ServiceNow.

• Must possess interpersonal, written, and verbal communication skills as well as strong organizational skills.
• Excellent customer service skills and a high level of independent decision-making are critical.
• Must be an energetic, self-directed, motivated, and professional individual who thrives in a fast-paced, dynamic environment.
• Demonstrate patience when problem-solving complex technical issues with diverse customers as a point of escalation for the Service Desk team.
• Ability to learn and support new technology quickly.
• Must be adept at interacting with all levels of an organization in a professional manner and work well with external vendors.
• Must work well in a matrixed organization, working with both primary and dotted-line reporting.
• Must possess the ability to work autonomously and retain control in constantly evolving situations.

• Our client is one of the leading private research and teaching institutions in the world today, with two primary campuses in the heart of Boston and programs around the world. The founders envisioned and created a university that was inclusive-that opened its doors to the world-and engaged in service to and collaboration with the city of Boston.
• If you want to be at the cutting edge of research and innovation, in the heart of the city, consider joining this university with almost 10,000 faculty and staff on a dynamic, vibrant campus that is shaping the future of education. This university is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, or because of marital, parental, or veteran status or any other characteristic protected by law.