Lead Service Desk Specialist, Technology...

Boston University Information Services & Technology (IS&T) is seeking applicants with diverse skills and experience to join our innovative and inclusive community. Join us as a Lead Service Desk Specialist where you will be responsible for supervising the day-to-day operational activities of the service desk, which serves as the BU community’s primary point of contact for all 200+ IS&T-provided IT services.

You will participate on internal service teams, special projects and serves as a member of our Incident Coordination team.

The Lead Service Desk Specialist is responsible for supervision and professional development of a small staff of Specialists. As part of the Service Desk, you will report to Service Desk leadership and work closely with IT support teams and end users in a hybrid, Boston-based environment.

Position responsibilities:

• Provide supervision, career development guidance and direction to those you supervise and the larger Service Desk team.

• Act as Incident Coordinator for unplanned major incidents on campus on a rotating basis.

• Serve as technical expert for escalated service issues and project assignments. 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 ‘BUworks’, and Blackboard Learn.

• Participate on project teams to advise on IS&T processes, supported services and verification of proposed solutions. Initiate, research, develop and implement technological and procedural best practices within the Service Desk.

You Will Have:

• Bachelor’s degree or equivalent applicable work experience.

• 3+ years of related experience in technical support, client services, or a similar IT support environment

• Advanced technical and computer skills Intermediate analytical, project/process management.

Bonus Qualifications: If you do not meet these, you are still encouraged to apply; we value employees with a willingness to learn.

• Experience working in a Service Desk, Help Desk, or enterprise IT support environment.

• Experience supporting ticket management and incident response processes.

• Experience training, mentoring, or providing guidance to junior staff or student employees.

• Familiarity with higher education technology environments.