Accountant Manager

Key Responsibilities

• Serve as the definitive point of contact for MassBay's Contract Manager (CIO); align operations with college-wide policies and strategic goals.
• Ensure successful execution of 24x7 multi-channel tech support (phone, email, chat, SMS) and college operator inbound routing.
• Lead technical initiatives tailored to institutional goals, specifically focusing on scoping, implementing, and monitoring requested AI workflows.
• Oversee the administration and scaling of a robust, multilingual ITSM ticketing platform supporting diverse campus departments.
• Manage team escalation paths and ensure all assigned personnel clear mandatory state compliance regulations (including annual CORI/SORI background checks).

Qualifications & Experience

• Bachelor's degree preferred (Business, IT, or related field).
• 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 (CIOs, VPs, or state administrators).
• Strong expertise in the ITIL framework and ITSM platform administration.
• Exceptional written and verbal English communication skills.
• Proven ability to lead complex technology rollouts and automation projects.
• Advanced analytical, problem-solving, and conflict-resolution skills.

Preferred Certifications

• ITIL Foundation (or higher) is highly desirable.
• PMP certification is a strong plus.
• Helpdesk platform certifications (ServiceNow, Zendesk, Salesforce, etc.) are a plus.