Service Desk Technician; Desktop Lead

Position: Service Desk Technician (Desktop Lead) - Roxbury Community College
Job Description:

Title:

Service Desk Technician (Desktop Lead)

Unit: MCCC

Department:
Information Technology

Reports To:

CIO

Date:
May 2026

Job Summary

The Service Desk Technician (Desktop Lead) serves as the primary point of contact for advanced hardware and software support at Roxbury Community College (RCC). Operating within a Windows-focused environment integrated into the Azure Cloud, the Desktop Lead ensures high-quality technical support while overseeing the day-to-day operations and management of the ITIL-based helpdesk system.

Supervisory & Leadership Responsibilities

* ITSM Administration:
Act as the primary administrator for the IT Service Management (ITSM) platform, ensuring all incidents and service requests are correctly logged, categorized, and tracked.

* ITIL Framework Implementation:
Drive the adoption of ITIL best practices across the service desk, specifically focusing on Incident, Request, and Change Management protocols.

* Technical Mentorship:
Lead and train student workers and junior technicians on troubleshooting protocols and proper helpdesk documentation standards.

* Escalation Management:
Serve as the final point of escalation for complex desktop issues and coordinate with the Network team for cloud-connectivity or server-side escalations.

* Reporting & KPIs:
Track key performance indicators (KPIs) through the helpdesk system and draft comprehensive reports on team metrics for executive review.

Essential

Job Duties

* Helpdesk System Management:
Maintain the departmental knowledge base, documenting team processes and self-service resources for the campus community within the ITSM tool.

* Unified Endpoint Management:
Utilize Ninja One to perform remote monitoring, automated patching, and proactive maintenance across the fleet of campus laptops and desktops.

* Tech Stack Support:
Provide expert-level support for desktop integrations with Jenzabar (SIS), Canvas (LMS), and Quick Launch (IAM).

* Windows & Azure Integration:
Manage local machine configurations and user profiles within a hybrid environment, utilizing Microsoft Entra  secure access.

* Hardware & Peripherals:
Execute expert-level troubleshooting, repair, and maintenance for laptops, desktops, and associated peripheral devices.

* Classroom Technology:
Install and manage non-computer IT equipment, including AV systems, media, video conferencing, and campus phone systems.

Requirements:

Qualifications

* Proven experience in a Senior Service Desk or Desktop Lead role.

* Strong proficiency in ITIL-based helpdesk systems and ITSM workflows.

* Expert-level knowledge of Windows endpoints and Azure-connected services.

* Ability to balance technical hands-on work with administrative oversight of service delivery

Additional Information:

Location:

Roxbury Community College, 1234 Columbus Ave, Boston, MA 02120

Unit Status: MCCC

Hours:

37.5 hours per week

Compensation: $68,000.00

Expected

Start Date:

May 2026

Final date to receive applications:
Until filled

Application Instructions:

All applicants must apply online by submitting:

* Cover Letter

* Resume
* (3) Professional References

Successful applicants will be required to complete a Criminal Offender Record Information (CORI/SORI) request.

After completing all the steps above, please go back into the newly created account and double check that your resume and cover letter uploaded as you intended.

Roxbury Community College understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance with the job application process, please contact Pat Noel, ADA Coordinator, at  or pnoel1s.edu.

The Massachusetts Board of Higher Education - Roxbury Community College is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, The Massachusetts Board of Higher Education - Roxbury Community College will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Roxbury Community College only accepts application materials through our online application system. We are unable to accept application materials through mail, email, fax, or hand delivery. If you do not have access to a computer, please contact Human Resources .