Team Lead, Request Fulfillment
Massachusetts Institute of Technology - Cambridge, MA

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TEAM LEAD, ENTERPRISE SYSTEMS, Information Services and Technology (IS&T), to lead a team of experienced staff and manage associated material resources focused on providing high quality technical assistance and support services to members of the MIT community. Will define goals, priorities, and processes for providing services; align and implement processes and procedures using core IS&T customer support service strategies; develop goals for self and others that support MIT's customer support goals; regularly review work of team and its members, adjusting goals and priorities as needed; manage vendor relationships, contracts, licenses, and certifications; manage financial and personnel resources effectively to accomplish work of team; write and/or present reports and other materials; facilitate team discussions, leveraging diverse perspectives to arrive at decisions; handle sensitive customer communications; facilitate and encourage knowledge management; clarify problems and provide immediate assistance to customers and colleagues, with particular focus on core service quality standards; handle directly or coach others in the handling of issues of the highest priority or with high visibility customers; and elicit, interpret, and incorporate customer and other viewpoints into responses, products, and work processes.

REQUIREMENTS: expertise in help desk methodologies, technologies, and metrics that can guide service delivery improvements; experience working in and managing a flexible, matrix-like team of experienced, customer-focused professionals; experience with IT service management frameworks, processes, and procedures; an understanding of enterprise scale administrative and educational systems and the challenges of supporting them in a demanding academic environment; and an understanding of hardware and software diagnosis and repair procedures, including data restoration and preservation and vendor warranty requirements. MIT-00009478-Q

3/14/13

Massachusetts Institute of Technology - 18 months ago - save job - block
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