Service Desk Operations Manager Jobs in Massachusetts

26500064080808

8/14/2026

Grade 50

$90,000.00

$100,000.00

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, training and internal pay comparison. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Full-Time/Regular

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 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. 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.

Position 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.

You Will Have:

• 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.

Bonus Qualifications: If you do not meet these, you are still encouraged to apply; we value employees with a willingness to learn.

• 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 Boston University offers an excellent benefits package including:

• 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.
• Check out BU Wellness and BU Employee Perks for more information. Boston University 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, opportunities to engage with peers at NERCOMP and EDUCAUSE events, and activities coordinated by our Fun Advisory Board (FAB). If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474.

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.