Job Description
Want to be at the cutting edge of research and innovation on a vibrant, dynamic campus shaping the future of education? Were seeking applicants with diverse skills and experience to join the Boston University Information Services & Technology (IS&T) community. Our Client Service & Support Service Desk team is looking for a Lead Service Desk Specialist who 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, to provide our clients with best-in-class support. This role also participates 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. The ideal candidate is one that values the staff, student employee and client experience above all and enjoys and thrives in a team-based structure. Position responsibilities:

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

Boston University offers an excellent benefits package including:

• Time Off: In addition to generous time off, 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.
• Transportation: BU offers a discounted MBTA pass as well as additional options to assist employees in their daily commute.
• Wellness: BU offers programs and classes at little or no cost, including workshops and personal counseling, please check out https://www.bu.edu/wellness/ for more information!
• Culture & Community: BU also offers access to discounts or free admission to various city art/cultural institutes around Boston. Our mission is to provide best-in-class technology and data services to support outstanding education, groundbreaking research, effective administration, and a connected, secure community to Boston University, one of the largest private employers in Boston with almost 10,000 faculty and staff BU. IS&T invests in our staff and their personal and professional growth. We promote staff learning including lunch and learn sessions, an extensive library of online courses, and opportunities to engage with peers at NERCOMP and EDUCAUSE events. Our Fun Advisory Board (FAB) arranges a number of events throughout the year; recent events included a night a Lucky Strikes Boston, karaoke night, BU hockey game, a night at Symphony Hall, pancake breakfast, and a department holiday lunch.

If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474.
Required Skills
Basic Qualifications:

• Education: Bachelor's Degree in related field preferred, or equivalent work experience.
• Experience: 3-5 years in a related service desk/technology environment, with 2 years of management experience.
• Extensive experience with ITSM ticketing system such as ServiceNow.

Preferred Qualifications: The following Qualifications are preferred, if you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

• 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
• 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.
• ITIL Foundation Certification.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.