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Service Desk Assistant Director
Ref No.: 17-01082
Location: Brookline, Massachusetts
Position Type:Direct Placement

Postion Type - Direct Hire

Assistant Director, Service Desk

Harvard Partners is looking for a Assistant Director for a Large educational instition in the Boston market. This person would lead the Service Desk team, which serves as the University 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 address all inquiries with the appropriate action. Ensure the Service Desk team is effectively providing incident control, response, and resolution, and life cycle management for service requests. Minimize the business impact of service failures by efficiently identifying the impact, urgency, scope, and severity of incidents and appropriately invoking the Major Incident response teams for life-safety, business transaction-critical, and teaching-related services. Oversee the operation, maintenance and support in an extensive range of areas including: client/desktop systems, mobile devices, calendaring/mail servers, and web-based solutions. Ensure the team consistently provides best in class support through collaboration with our faculty, staff, and researchers to update and improve business processes using IT solutions.
Provide leadership and career development guidance to the team. Serve as a technical expert for escalated service issues and project assignments. Participate and consult on service, platform, or project teams and assist with planning and support, communication strategies, forecasting and financial projections in accordance with Boston University policy and procedures. Provide guidance with testing and verification of solutions. Provide guidance and instruction for teams and projects based on IS&T and Universities organizational directions.

Provide strategic, tactical and operational leadership for the Incident Management IT Service Management process as process owner. Ensure the Incident Management process supports the mission and initiatives of IS&T, work with other process owners to align process inputs and outputs, educate IT staff, especially service owners, in how to execute the process, and ensure that the process is being followed. Serve as Incident Manager and supervise, guide, and train all other Incident Coordinators.

This position entails being on call and working evening, weekend and/or holiday hours, as needed, to supervise the team and to act as Incident Coordinator for unplanned major incidents on campus.

Job Requirements
10-12 years experience in a related technology environment that includes a minimum of 5 years in a supervisory or management role leading technology teams. Bachelor's Degree in related discipline is preferred. ITIL Foundations certificate preferred. Must hold a valid driver's license. Must be able to lift moderately heavy equipment (up to 50 pounds).

Technical Expertise
Proven experience with using and diagnosing both Windows and Mac supported Operating Systems required. Must have the ability to troubleshoot software and network issues. Preferred experience with account management, Active Directory, databases, mainframe, and LMS systems including monitoring performance and file permissions. An understanding of restricted use data is also required. Should be comfortable with installing, configuring and upgrading Windows and Mac applications, various specialized applications, peripherals, and mobile devices. Knowledge of TCP/IP LAN/wireless networking principles and application protocols, i.e. HTTP, HTTPS, SMTP and FTP. Experience with WordPress and web site content management and development.
Proven experience with a variety of tools commonly leveraged in a complex enterprise environment such as remote assistance, asset management, image and deployment, patching, backup and restore, virus protection, and various native and centrally managed encryption solutions preferred.

Soft Skills
• Inspire and engage junior level staff members.
• Must follow procedures and keep accurate records of incidents and requests while working.
• Excellent communication and organizational skills required.
• Excellent phone etiquette.
• Demonstrate patience when problem-solving complex technical issues, over the phone and in person, with diverse customers.
• Learn and support new technology quickly.
• Must possess excellent interpersonal communication skills.
• Strong customer service skills absolutely necessary.
• Energetic, self-directed, motivated and professional individual who thrives in a fast-paced, dynamic environment.
• Interact with all levels of an organization in a professional, diplomatic and tactful manner.
• Work well with external vendors.
• Work well with both primary and dotted line reporting.
• Work productively in cross-functional teams and/or resourcefully and independently as an individual.
• Must possess the ability to work autonomously and maintain control in rapidly changing situations.

Salary Range: $105-$115K