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.
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
Internal Number: 17618
About Massachusetts Institute of Technology (MIT)
The mission of MIT is to advance knowledge and educate students in science, technology and other areas of scholarship that will best serve the nation and the world in the 21st century whether the focus is cancer, energy, economics or literature