POSITION OVERVIEW:Boston Public Schools seeks an experienced, customer-focused leader to serve as the
Assistant Director of Technology Service Delivery, providing day-to-day leadership for the district's Technology Service Desk and Call Center while helping transform service delivery into a modern, consistent, and customer-centered function.
Reporting to the Director of Technology Service Delivery, the Assistant Director will supervise and develop a multidisciplinary support team while advancing standardized service management practices, ITIL-aligned processes, a comprehensive service catalog and knowledge base, improved service metrics, and migration to a modern ITSM platform.
The Assistant Director will also strengthen specialized services, including student records fulfillment, by establishing documented processes, cross-training, clear ownership and escalation pathways, and operational redundancy. Working across OIIT, this position will help create a unified service delivery framework and consistent customer experience across Technology.
RESPONSIBILITIES:Service Desk & Operational Leadership (30%): - Lead day-to-day Service Desk, Call Center, walk-up, and customer support operations, ensuring appropriate staffing, workload distribution, and service coverage.
- Supervise, coach, and develop a multidisciplinary team providing general, technical, and specialized application support.
- Monitor ticket queues, escalations, service performance, and customer satisfaction to ensure timely, consistent, and high-quality support.
- Establish clear support tiers, ownership, escalation pathways, and accountability across Service Delivery.
Service Catalog, Knowledge & Operational Resilience (30%): - Lead development and ongoing maintenance of a comprehensive Technology service catalog and universal knowledge base.
- Establish standards for documenting services, support procedures, common resolutions, ownership, and escalation pathways.
- Build cross-training and knowledge-sharing practices that improve first-contact resolution and reduce reliance on individual employees.
- Ensure specialized services, including student records fulfillment, have documented workflows, trained backup staff, privacy controls, and clear escalation procedures.
IT Service Management & Continuous Improvement (20%): - Partner with the Director to implement a modern, ITIL-aligned service management framework across Technology.
- Help lead migration to a modern ITSM platform and establish standardized incident, request, escalation, and service fulfillment practices.
- Develop service metrics, dashboards, service levels, and continuous improvement practices that improve performance and customer experience.
- Use service data and customer feedback to identify recurring issues, operational gaps, and opportunities for improvement.
Cross-Functional Service Delivery & Transformation (15%): - Partner with Enterprise Systems & Security, Network & Field Operations, Digital Learning, Strategy & Operations, and other teams to establish consistent service delivery practices across Technology.
- Ensure new and changing technologies have defined support models, documentation, ownership, and escalation processes before operational handoff.
- Lead change-management, training, and process-improvement efforts associated with Service Delivery modernization.
- Represent the Director and Technology Service Delivery in operational and cross-functional initiatives as assigned.
Other Duties (5%): - Other duties as assigned.
QUALIFICATIONS-REQUIRED: - Bachelor's degree from an accredited institution in Business Administration, Public Administration, Computer Science, Information Technology, or a related field; or an equivalent combination of education and professional experience.
- 5 years of experience managing Service Delivery or Service Desk operations.
- ITIL Foundation certification or demonstrated equivalent IT service management experience.
- Experience implementing or migrating to a modern enterprise ITSM platform.
- Experience developing a service catalog, knowledge management program, service levels, or related ITSM capabilities.
- Experience with call center operations and technologies, including Cisco Cloud Calling/Webex or comparable platforms.
- Experience supporting K-12 education, municipal government, higher education, or another complex public-sector organization.
- Experience with student information systems, identity and access management, endpoint/device support, or enterprise application support.
- Familiarity with FERPA, student records handling, or public-sector records requirements.
- Current authorization to work in the United States.
QUALIFICATIONS-PREFERRED: - ITIL Foundation or other recognized IT Service Management certification.
- Experience leading Service Desk operations or IT service transformation in a large, complex organization.
- Experience implementing a modern ITSM platform, service catalog, knowledge base, or service-level framework.
- Experience leading organizational change, process improvement, and cross-functional initiatives.
- Familiarity with Boston and Boston Public Schools.
ESSENTIAL FUNCTIONS: - Regular and predictable attendance.
- Employee will be required to travel when needed.
- Employee will be required to host and facilitate calls using standard MS Office applications.
PHYSICAL REQUIREMENTS: - Remain in a seated or stationary position for extended periods.
- Ability to work for extended periods of time leveraging office tools such as computers.
- Ability to work remotely in a quiet environment.
- Ability to host multi-hour conference calls.
- Ability to travel via car, plane, train, bus.
Terms: Managerial, Tier C53.
Disclaimer:?This job description should not be construed to imply that these requirements are the exclusive standards of the position. ?Incumbents will follow any other instructions, and perform any other related duties, as may be required.? The employer has the right to revise this job description at any time.?The job description is not to be construed as a contract for employment.
Your employment with BPS is at will. This means your employment is for an indefinite period of time and it is subject to termination by you or BPS with or without cause, with or without notice, and at any time. Nothing in this policy or any other policy of BPS shall be interpreted to be in conflict with or to eliminate or modify in any way, the at-will employment status of BPS employees.
