Service Desk Manager

Who We Are

As science and technology increasingly shape our lives, the Museum of Science strives to equip and inspire everyone to use science for the global good while keeping up with the pace of change. Among the world's largest science centers and New England's most attended cultural institution, we engage nearly five million people a year at Science Park and in museums around the world, in classrooms, and online.

The Museum's singular location connecting Boston and Cambridge puts us at the junction of some of the world's most influential academic institutions and industries, local and state government, schools, and the public. Trusted by each sector, we are ideally positioned to convene, inspire, and create meaningful experiences for all. Come join us on our mission to inspire a lifelong love of science in everyone and living our vision for a world where science belongs to each of us for the good of all of us.

What You'll Accomplish

• Lead the Service Desk Team: Partner with the Director of IT Services to mature and expand the Service Desk team's capabilities as the Museum undergoes a significant digital transformation. Drive the development of scalable support models and tools that anticipate the future needs of the organization.

• Build and Maintain a High-Functioning Team: Establish clear expectations and foster a high-performing culture within the Service Desk. Implement best practices aligned with IT Service Management (ITSM) frameworks such as ITIL, driving continuous improvement and ensuring the delivery of exceptional customer service.

• Expand Service Model: Enhance the existing service desk structure, ensuring the team can provide both in-person and remote support. Collaborate with IT leadership to expand services, implement self-service tools, and introduce automation where appropriate.

• Mentor and Develop Staff: Manage and mentor the Service Desk team, setting clear goals and expectations, and fostering a customer-centric, high-performance culture. Focus on team development, promoting growth opportunities, and ensuring continuous learning as new technologies are introduced.

• Drive Incident and Request Management: Oversee incident and request management, ensuring timely and efficient resolutions in line with Service Level Agreements (SLAs). Lead the team through complex troubleshooting and escalations as needed.

• Enhance Security and Compliance: Partner closely with the Cybersecurity Analyst to align the Service Desk's practices with the Museum's security protocols. Work together to implement secure service processes, support incident response efforts, and ensure compliance with cybersecurity standards across all support activities.

• Collaborate Cross-Departmentally: Build strong relationships with other departments to understand their technology needs and ensure seamless support during the Museum's transition to new systems and processes.

• Monitor KPIs and Reporting: Track key performance indicators (KPIs), such as ticket response and resolution times, and customer satisfaction. Provide regular reports and actionable insights to IT leadership to support data-driven decision-making.

• Contribute to IT Projects: Lead and participate in IT projects, such as new system implementations and technology rollouts. Ensure smooth transitions from project deployment to ongoing support, preparing the Service Desk to manage these changes effectively.

What We're Looking For (Competencies)

• Leadership and Team Development: Proven experience in managing and growing an IT support team. Ability to inspire, coach, and develop staff, especially in an evolving technological environment.

• Strategic Thinking and Innovation: A forward-thinking approach to IT service delivery. Experience developing and expanding service models to align with organizational transformation goals.

• Service Excellence: Demonstrated commitment to high service standards, with a focus on proactive problem-solving, continuous improvement, and customer satisfaction.

• Technical Proficiency: Strong understanding of ITSM frameworks (such as ITIL) and experience managing incidents, requests, and escalations through ticketing systems (e.g., ServiceNow, Zendesk). Familiarity with remote support tools and automation is a plus.

• Collaboration and Communication: Exceptional communication skills with the ability to partner with key stakeholders and collaborate effectively across departments.

• Data-Driven Decision Making: Experience in tracking performance metrics, analyzing data, and providing insights that drive operational improvements.

• Adaptability: Ability to thrive in a dynamic environment with shifting priorities, particularly as the organization undergoes digital transformation.
  
  

How We Work-Our Values

Everyone: We are everyone's museum. We pursue equity and celebrate every person for who they are. We foster an inclusive environment in which we value and respect diversity.

Service: We serve our colleagues and community. We hold ourselves accountable to be a trustworthy public resource, and to support a sustainable, just and evidence-based future.

Learning: We love learning. We are curious about the world and want to share our joy and wonder with others. We value open minds and recognize that everyone has more to explore, discover and create.

Connection: We find strength in connections. We collaborate across communities, organizations and disciplines to make science relevant and accessible to all.

Boldness: We dream big. We boldly push ourselves forward, pursuing new ideas and challenges. We experiment and learn from our failures as we seek to inspire purpose, spark imagination and encourage hope.