Hiring: Assistant Director of Technology Service Delivery (SY26-27) Company: Boston Public Schools Location: Boston, MA Job Posted Time: 2026-09-11 11:35:28 Employment Type: Contract Target Skills & Keywords : Microsoft Office About the job Experience: •5 years of experience managing Service Delivery or Service Desk operations. Required Skills: •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. •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. Qualifications: •Remain in a seated or stationary position for extended periods. •Demonstrated capacity to work for extended periods of time leveraging office tools such as computers. •Demonstrated capacity to work remotely in a quiet environment. •Demonstrated capacity to host multi-hour conference calls. •Demonstrated capacity to travel via car, plane, train, bus. •Managerial, Tier C53. •BPS is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!