Lead Service Desk Specialist, Technology Experience & Community

About the role

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 serve 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.

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.

Requirements

• 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 abilities.

Qualifications

• 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.

Benefits

• Time Off: In addition to PTO and leave policy, BU employees have a paid intersession break and 13 paid holidays.
• Retirement: University-funded retirement plan with full vesting after 2 years of eligible service.
• Tuition Assistance Program: Competitive tuition assistance program for yourself and family members.
• BU Wellness and BU Employee Perks.
• Staff learning opportunities including lunch and learn sessions, an extensive library of online courses, opportunities to engage with peers at NERCOMP and EDUCAUSE events, and activities coordinated by our Fun Advisory Board (FAB).

Pay

Expected hiring range: $90,000 – $100,000 (Grade 50). Actual salary will be determined based on departmental budgets, qualifications, experience, education, licenses, specialty, training, and internal pay comparison.