Jill Beckman is the executive director over multiple teams in Boston University's 60-person centralized support center: Desktop Services, Collaboration Services, and Operations. These teams are responsible for many of the university's shared services, such as the desktop asset management system, student printing system, email, and the VoIP phone system. Jill also serves as the incident management and request fulfillment process owner for BU and, in this role, has a dotted line to BU's Service Desk team.

Mark Kimionakis is the director of the Desktop Services team within BU's IT Help Center, which has both a field support team and an engineering branch. His team consists of 35 staff and supports more than 90 departments and schools within BU. Desktop Services is also responsible for many of the university's shared services, such as the desktop asset management system, the endpoint device security system, imaging, and virtual desktops. Mark also acts as the service owner for multiple service components in BU’s IT service catalog.