Information Technology Service Delivery Manager

Location
Massachusetts, United States
Posted
09 Jul 2019
End of advertisement period
09 Sep 2019
Ref
17618
Contract Type
Permanent
Hours
Full Time

Working at MIT offers opportunities, an environment, a culture and benefits that just aren’t found together anywhere else. If you’re curious, motivated, want to be part of a unique community, and help shape the future – then take a look at this opportunity.

IT SERVICE DELIVERY MANAGER, Sloan School of Management-Sloan Technology Services (STS), to be responsible for maintaining and enhancing service quality across the broad range of services provided by the STS, both within the help desk and in other part of STS, and at all levels of the process.  Will manage a help desk team of full-time and intern employees, promoting productivity and quality standards and motivating everyone to do their best work; track agreed upon metrics for service quality, evaluate interactions with clients and technical expertise provided, and manage the administrative tools that support the process (e.g., ticket creation, documentation, and accuracy of asset records); and manage the workflow of the group, making sure that the level of productivity for tickets and participation in projects is appropriately distributed.  

A full job description is available at http://web.mit.edu/sloan-hr/jobs/MGMT2ServiceDeliveryManager.pdf. 

Job Requirements

REQUIRED:  a bachelor’s degree, five years’ experience with increasing responsibility managing IT service delivery, strong technical diagnostic skills, effective communication and leadership skills, including the ability to convey technical information in nontechnical terms, influence outcomes and manage expectations at all levels of the organization, and effectively demonstrate the performance of STS and the service desk; excellent organizational skills; ability to multi-task and prioritize different types of work in a dynamic and agile environment; and a desired to support customer outcomes and create positive experiences.  Experience working with faculty and students at a research university preferred, as is experience working in a collaborative and team-oriented environment.  Job #17618-10

MIT is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.