1+ months


Kelly Services
Brookline, MA 02446
**BH:** **8390510**

***** MUST BE ABLE TO WORK ON A SALARY BASIS** **_(without Sponsorship)_** ******* **_NO C2C_** ***** ONSITE *****

**Our Client is expanding and currently seeks a**



**LOCATION:** **Boston, Massachusetts (DAY SHIFT)**


**to help take your career with our Client to**

**the "Next Level" for 2022 and beyond!**

Our clients IT Help Center is looking for a knowledgeable Service Desk Lead to join their dynamic and diverse leadership team. The core function of the Service Desk Lead role is to supervise the day-to-day operational activities of the service desk, which serves as the primary point of contact for all 200+ IS&T-provided IT services, to provide their clients with best-in-class support. This role also participates on internal service teams, special projects and serves as a member of their Incident Coordination team.

The Service Desk Lead is responsible for supervision and professional development of a small staff of Specialists. The ideal candidate is one that values the staff, student employee and client experience above all and enjoys and thrives in a team-based structure. Their Service Desk provides both Level 1 Service Desk and Level 2 support. The Service Desk team has as its primary mission the rapid and efficient diagnosis and resolution of client issues. The Service Desk communicates information that allows users to confidently rely on Information Services & Technology (IS&T) provided services. The secondary mission is support of IS&T projects and strong collaboration with the other IT Help Center support teams.

The Service Desk Lead will work closely with the Manager, Service Desk and other members of the IT Help Center leadership team to ensure the coordination of cross-group issue resolution and project work between the groups. This individual will have the opportunity to demonstrate technical expertise to assess business needs and advocate for our clients. This role participates in the leadership of the Incident Management IT Service Management process, including serving on the Incident Coordination team. This position entails being on call and working some evening, weekend and/or holiday hours, as needed, to supervise the team and to act as Incident Coordinator for unplanned major incidents on campus. In return, we provide an environment that encourages creativity, collaboration, professional and personal growth, and career development.


Initiate, research, develop and implement technological and procedural best practices within the Service Desk.

Attend meetings and be well informed regarding key services and support activities provided by the Service Desk, such as Identity &

Access Management, SAP ERP solution.

Provide supervision, career development guidance and direction to those you supervise and the larger Service Desk team.

Ensure tools are in place for appropriate work documentation and workload management.

Oversee and ensure proper training for Service Desk student employees.

Ensure the Service Desk is aligning with IS&T's mission, vision, and values.

Support executive reporting through the creation of presentations, proposals, and other documents.

Serve as technical expert for escalated service issues and project assignments.

Participate on project teams to advise on IS&T processes, supported services and verification of proposed solutions.


3-5 years of experience in a related service desk/technology environment, with 2+ years' management experience.

Extensive experience with an ITSM ticketing system such as ServiceNow.

**Soft Skills:**

Must possess interpersonal, written, and verbal communication skills as well as strong organizational skills.

Excellent customer service skills and a high level of independent decision making are critical.

Must be an energetic, self-directed, motivated, and professional individual who thrives in a fast-paced, dynamic environment.

Demonstrate patience when problem-solving complex technical issues with diverse customers as a point of escalation for the

Service Desk team.

Ability to learn and support new technology quickly.

Must be adept at interacting with all levels of an organization in a professional manner and work well with external vendors.

Must work well in a matrixed organization, working with both primary and dotted line reporting.

Must possess the ability to work autonomously and retain control in constantly evolving situations.

**Educational Qualifications:** 4 year degree a MUST.

**Shift:** Day shift. This position requires being on call and working evening, weekend and/or holiday hours, as needed.

**Important information:**

+ **There is no relocation budgeted for this position. If this position requires you to relocate you will be responsible for those costs.**

+ **MUST be able to work without sponsorship or VISA transfer for this position.**


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.

**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.


Posted: 2022-06-24 Expires: 2022-08-18

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Kelly Services
Brookline, MA 02446

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