Assistant Director of Technology Service Delivery (SY26-27)

Boston Public Schools • Boston, MA

1d • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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 as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager