Strategic ITSM & AI Initiatives Lead

E-logic is seeking a high-performing Account Manager to serve as the primary strategic liaison between our organization and the leadership at Mass Bay Community College. You will manage a multi-year, 24x7x365 IT helpdesk services contract, ensuring strict SLA compliance, overseeing multi-departmental workflows, and leading key technology initiatives--including a major AI automation rollout--in close collaboration with the college's CIO.

Key Responsibilities

• Serve as the definitive point of contact for Mass Bay's Contract Manager (CIO); align operations with college-wide policies and strategic goals.
• Ensure successful execution of 24x7 multi-channel tech support (phone, email, chat, SMS) and college operator inbound routing.
• Lead technical initiatives tailored to institutional goals, specifically focusing on scoping, implementing, and monitoring requested AI workflows.
• Oversee the administration and scaling of a robust, multilingual ITSM ticketing platform supporting diverse campus departments.
• Manage team escalation paths and ensure all assigned personnel clear mandatory state compliance regulations (including annual CORI/SORI background checks).

Qualifications & Experience

• Bachelor's degree preferred (Business, IT, or related field).
• 5-8 years of progressive experience in IT Service Management (ITSM) or IT Account Management.
• Proven experience within a Higher Education or public sector environment.
• Demonstrated success partnering with executive-level stakeholders (CIOs, VPs, or state administrators).
• Strong expertise in the ITIL framework and ITSM platform administration.
• Exceptional written and verbal English communication skills.
• Proven ability to lead complex technology rollouts and automation projects.
• Advanced analytical, problem-solving, and conflict-resolution skills.

Preferred Certifications

• ITIL Foundation (or higher) is highly desirable.
• PMP certification is a strong plus.
• Helpdesk platform certifications (Service Now, Zendesk, Salesforce, etc.) are a plus.

Important Notice:

This role is part of a proposal for Mass Bay Community College. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.