Boston University - Boston, MA

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As a member of the IT Help Center management team, the Manager, Desktop Services (East) is responsible for building and maintaining the Desktop Services East cluster team. The Desktop Services team provides service in the area of Desktop Support.

Provide active, day-to-day operational management of Desktop Services by monitoring open tickets and workflow. Ensure that incidents are resolved in a timely manner and that metrics goals are achieved. Establish and maintain a high level of communication and collaboration with all IS&T and BU departments to ensure prompt and effective resolution of problems.

Supervise Desktop Services Specialists to ensure clear goal setting, timely and constructive feedback, and thorough performance evaluation. Maximize staff productivity by providing appropriate resources and balancing workloads.

Work with all members of the Desktop Services management team to: handle client relations, communicate with schools, departments, faculty, staff, students and their parents, and vendors as needed to produce resolutions and ensure Service Level Agreements are established and met.

The Manager, Desktop Services (East) is additionally responsible for providing the efficient and effective delivery of centralized desktop support shared services that are available to the entire enterprise, including imaging, the KACE Asset Management System, personally-owned device support, virtual desktops, authorized service repairs for most major vendors, and cross-campus equipment pickup and delivery.

Required Skills

Requires: B.A./B.S. and possess a solid understanding of the many and varied technologies supported by a desktop support team including software (operating systems, desktop business applications, and specialized applications), hardware, networking, access to BU resources and mobile device support.

Strong understanding of centralized service offerings including desktop asset management, imaging and deployment methods as well as encryption. Experience and understanding of Authorized Service Provider environments.

Proven leadership ability in a technical repairs workplace. Ability to manage separate business groups within a complex environment.

Experience/understanding of ITIL and ITSM applications preferred. Strong communication, interpersonal, organizational and customer service skills. Ability to interact with all levels of an organization in a professional, diplomatic and tactful manner and work productively in cross-functional teams or resourcefully and independently as an individual.

Supervisory experience is required and five to eight years of related experience.

Ability to lift moderately heavy equipment (up to 50 pounds). Ability to be on call during off hours. Hold a valid driver’s license and be able to travel frequently to different locations on campus.

Please note, this position is available only to current Boston University employees involved in the Desktop Support Initiative. Interested employees should submit their application by Friday, March 15, 2013.

Required Experience

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