The Director, Service Desk leads the day-to-day operations of Babson College’s end-user support services. Specifically responsible for managing and mentoring the Manager, IT Services and Manager, Client Services; ensuring the consistent delivery of high-quality, customer-focused technology support for faculty, staff, and students; providing strategic direction, fostering operational excellence, and driving a culture of continuous improvement within the Service Center; overseeing the entire change control process for the Information Technology division, ensuring that all technology-related changes are thoroughly reviewed, documented, approved, and communicated; and working collaboratively across all IT functions to coordinate changes in a way that minimizes risk and disruption while advancing institutional goals.
WHAT YOU WILL DO
- Oversee and manage the change control process for client systems in coordination with the Manager, IT Services and Manager, Client Services, ensuring that all changes to configurations, applications, and infrastructure are properly documented, reviewed, approved, and implemented according to departmental standards.
- Manage the daily operations of the IT Service Desk, ensuring timely and effective handling of incidents and service requests.
- Monitor ticket queues, triage issues using an ITSM platform (e.g., RemedyForce, ServiceNow), and ensure adherence to service-level targets.
- Oversee coordination with third-party or outsourced support teams to ensure seamless after-hours service continuity.
- Develop and manage a comprehensive Service Catalog that clearly defines offerings and expectations for end users.
- Serve as the primary point of escalation for high-impact or complex technical issues, delivering white-glove support when necessary.
- Communicate effectively with stakeholders, including faculty, staff, and students, to ensure satisfaction and transparency.
- Define, track, and report on KPIs and service desk metrics using an ITIL-aligned framework; identify trends, areas for improvement, and actionable insights.
- Participate in the review and implementation of SOPs, ensuring alignment with best practices and continuous improvement goals.
- Participate in strategic planning and assessments to enhance service delivery.
- Partner with internal IT groups and external departments to improve workflows and ensure integrated, user-centered technology services.
- Collaborate with communications and training staff to support onboarding initiatives and deliver end-user education.
- Assume additional responsibilities as required.
YOUR TEAM WILL INCLUDE
Manager, IT Services
Manager, Client Services
Tier 2 Service Desk Staff
WHAT EDUCATION AND SKILLS YOU WILL NEED
Bachelor’s degree or equivalent professional experience.
10+ years of progressive IT support experience, with at least 5 years of experience in a leadership or management capacity; and 5 years of experience managing a budget.
Demonstrated experience with ITSM platforms (e.g., RemedyForce, Service Cloud, Service Now).
Skilled in creating and managing Service Catalogs
Excellent interpersonal, communication, and conflict resolution skills.
Proven ability to lead, motivate, and support high-performing teams in a dynamic and customer-focused environment.
Ability to effectively handle multiple tasks and priorities
Ability to create an environment where direct reports have the freedom and security to take initiative; deal with complexities with resilience, resourcefulness, and optimism; and appreciate open mindedness, creativity, and agility in thought and tactics.
Ability to embrace ideas and changes created by all community members.
Ability to work independently to solve problems; look for opportunities to take on responsibility; take thoughtful risks; and effectively act on new and ongoing initiatives, objectives, and solutions to gain sought-after results.
Ability to anticipate and effectively handles change; demonstrate willingness to try new skills and challenging tasks; and is flexible in changing conditions.
HOW AND WHERE YOU WILL WORK
Requires work onsite a minimum of 4 days a week; the on-campus requirement is subject to modification based on organizational need.
Some occasional travel might be expected
May require occasional evening and/or weekend work
ADDITIONAL SKILLS YOU MAY HAVE
- Experience working in higher education or similarly complex organizations.
- ITIL v3 or v4 Foundations certification
- Significant experience with IT service management systems and processes with a focus on reporting and analysis.
- Familiarity with student support models and AV technologies.
This is an exempt position with the following pay range: $139,296 - $154,773; the role is also eligible for bonuses based on performance and budget.
Babson College offers a comprehensive benefits package for full-time employees working at least 28 hours per week.
Insurance Coverage: Medical, dental, vision, group life and long-term disability insurance, business travel accident insurance, and mental health benefits.
Time Off: Starting at 3 weeks of vacation annually, 2 weeks of sick time, 1 week of paid family illness time, 6 weeks of paid parental leave, and 12 paid holidays per year. President’s holidays are determined each year.
Retirement: Participation in a 403(b) retirement plan with mandatory employee contributions and a 4:1 employer match.
Additional Benefits: Wellbeing programs, virtual fitness platform, and employee assistance program.
All questions or concerns about this posting should be directed to the Office of Human Resources at hr@babson.edu.