We are seeking a motivated, passionate, Service Desk Team Lead to join the ranks of our highly dynamic and diverse team. This Service Desk Team Lead position will assist in the day to day coordination of full-time staff, and student staff activities including ticket creation and management as well as escalating and reporting issues or identifying trends. Assist in the training and supervision of the team. Advise the community relative to trouble tickets and system outages. Participate with the IT Help Center management team in developing and maintaining support documentation and procedures. This important role is part of Boston University’s central IT Service Desk and is the community’s primary point of contact for all 200+ IS&T-provided IT services, leveraging enterprise knowledge and technical expertise to assess client needs and advocate for and address all inquiries with client focused technology solutions.
The ideal candidate is one who has leadership experience in a complex Service Desk environment, values the client experience, is resourceful, adaptable, thrives in a team-based structure, and ensures technology works for the client, not the other way around.
In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, open doors, life-long friendships, and a sense of purpose topped off with a touch of humor.
Responsibilities Include:
- Lead a team of between 3 and 5 staff members, serving as a technical and hierarchical escalation point.
- Support, coach and mentor team members across the Service Desk.
- Service Desk Incident/Request Ticket Management:
- Operate, maintain, troubleshoot and provide intermediate level support for a wide variety of areas on the Charles River Campus including:
- Client/desktop systems support.
- Mobile devices.
- Calendaring/mail servers and web-based solutions.
- Become a subject matter expert (SME) in at least 3 of the services supported by the Service Desk.
- Participating in multiple service, platform, or project teams as a subject matter expert.
- Provide incident control, response, and ensure resolution. Provide life cycle management for service requests.
- Incident Management Coordination:
- Participate in a rotating 24/7 on-call schedule for major campus-wide incidents.
- Minimize the business impact of service failures by efficiently identifying the impact, urgency, scope, and severity of incidents.
- Invoke and lead the Major Incident response teams for life-safety, business transaction-critical, and teaching-related services.
- Focus is on consistently providing best in class support through collaboration with our faculty, staff, researchers, and students to update and improve business processes using IT solutions.
- Perform additional duties as required.
Required Skills
Required Skills
- 5-8 years experience in a related technology environment.
- Bachelor's Degree in related discipline required
- ITIL and HDI certificates preferred.
- This position will require flexibility in work schedule that includes evenings, weekends and/or holiday hours.
Technical Expertise:
- Comfortable with installing, configuring and troubleshooting common applications and networking issues on Mac, Windows as well as peripherals and mobile devices.
- Experience with supporting LMS systems like Blackboard Learn.
- Experience with account management, Active Directory, databases and Adobe products. Experience with terminal access a plus.
- Possess an understanding of restricted use data.
- ServiceNow experience preferred and use with remote tools.
Soft Skills:
- Excellent active listening skills and phone etiquette. Patience when problem-solving complex technical issues with a diverse community.
- Strong coaching and mentoring experience required.
- Provide strong attention to detail in both written and verbal communication with all levels of the organization and the community in a tactful manner.
- Ability to work in a team culture and support established procedures and keep accurate records of incidents and requests.
- Possess strong independent decision-making capabilities.
- Adapt to changing priorities in support of new technology implementations.
- Comfortable working both in cross-functional teams and autonomously
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.
Required Experience