Lead the provision of front line client support for all of BU Information Services and Technology. Oversee the call center, online and walk-in desktop support in multiple campus locations, hardware repair, and general technology training. Play a key role in implementation of the service desk function, as well as incident, problem, asset and knowledge management processes.
Requires: Master's degree preferably in a subject area related to information systems or management, minimum foundation-level ITIL certification, v2 or v3, practitioner level preferred. Experience with implementing ITIL/IT service management, performance metrics, and incident and problem management. Excellent verbal, written and client service skills, the ability to build relationships, strong staff supervisory skills and a minimum of 10 years of experience in IT management including supervision of an integrated service desk in a large, complex organization. Knowledge of a university setting preferred.
