Manager, Escalations

MIT - Cambridge, MA (30+ days ago)4.2

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 MANAGER (ESCALATIONS), Information Systems and Technology (IS&T), to provide leadership in the resolution of complex customer support issues. Will serve as a trusted partner to the MIT community for computing-related projects and issues; and play a critical role in fostering a customer-focused team, increasing satisfaction, deepening client relationships, and effectively managing expectations to a diverse customer base. Will be a hands-on and participative manager who will lead and develop the Escalations Team to focus on major incidents, problem management, customer communications, and follow up. Support will be delivered via multiple channels, including telephone, email, remote support, and in-person consultations.

Job Requirements

REQUIRED: bachelor’s degree in computer science, information systems, or related field or six years’ relevant experience; experience supervising and building relationships with people at a variety of levels; ability to launch and deliver a single IT project on time and within budget and be flexible and adaptive to changing business needs; demonstrated problem-solving skills; excellent presentation and oral and written communication skills; ability to provide recommendations on ways to improve performance and meet defined objectives that meet organizational needs; ability to recommend departmental components of the strategic IT plan, its alignment with specific needs of business partners, and assess its impact on budgets and capital expenditures; and ability to compare and contrast ways of achieving a prescribed strategy and to identify strategic requirements and issues with clients, managers, and peers to resolve day-to-day issues related to strategy implementation. Experience with IT service management tools a plus. Three years of leadership experience preferred. Job #16130-Q


MIT will conduct a background check (including checking criminal records) for the finalist.

Salary Range: $94,000 - $113,000