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MIT Lincoln Laboratory IT Services Delivery Lead in Lexington, Massachusetts

Our Client Services Team is the Laboratory’s primary point of contact for enterprise IT services and support. This team consists of ISD Service Centers in B-158 and 3 Forbes Road; a Contact Center; and SAP Support, Field Services, and Hardware Repair Groups. The Audiovisual Services Group provides support for events, webinars, conferences, and video teleconferences, video recording and streaming, conference room installation services, and maintenance of the audiovisual infrastructure.

Job Description

The IT Service Delivery Lead (Executive Services) plays a pivotal role in maintaining customer satisfaction and loyalty by acting as the client advocate on operational and service management matters for the Director’s Office and other key members of the organization. As a member of the Client Services department supporting over 50,000 tickets per year, it will bring additional focus to this key community and the Services designed to support them.

Activities will include oversight of a dedicated team responsible for day-to-day operational support which provides consistently high levels of customer service in a cost-effective manner, project coordination, and ensuring proper adoption of Incident Management, Knowledge Management, Problem Management, and Change Enablement best practices in order to maintain high levels of consistency and customer satisfaction. Hands on support will be provided as necessary to ensure customer needs are met.

The IT Service Delivery Lead (Executive Services) will work with other member of the Service Delivery and Operations (SDO) team to positively impacting production services by actively monitoring service levels and taking appropriate actions, capturing and addressing feedback, driving continual service improvement and develop of ITSM processes and best practices. Help to create a high-level understanding of the business objectives, processes and unique supporting technology needs of the executive community.

Key characteristics of the Service Delivery Lead (Executive Services) are a demonstrated ability to manage escalations effectively, calmness and customer focus under pressure in difficult situations with demanding individuals, and the ability to lead by example with actions that reinforce a service culture within the team and broader support organization

Primary Responsibilities

ITSM

  • Manage daily operations of a dedicated team supporting the Director’s Office and other key members of the organization ; ensure tiers are completing support tickets in a timely, thorough, and professional manner.

  • Ensure appropriate service delivery for those Services purpose built to support the executive community; guide process documentation, and execution.

  • Collaborate with others, both internal and external to the team, to resolve service interruptions, incidents, problems, change management, request fulfillment, and other areas of service design, transition, operations, and improvement.

  • Drive Incident, Request, Problem, Knowledge, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

  • Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users.

  • Help develop, implement and continually refine and improve incident and problem management procedures and documentation to align Service Delivery operations with ITIL best practices and addressing triage/analysis, response, resolution, escalation and communication.

  • Interact directly with stakeholders to address and resolve escalated issues from the service delivery teams and other groups.

  • Develop and maintain a roadmap and direction for in scope Services

    Vendor Management:

  • Establish and maintain effective relationships with outsourced staffing providing support to the executive community; discussion on service levels, incident follow ups, communicate new opportunities and initiatives, and hands on assistance as required.

  • Monitoring, developing operational dashboards, and reports to ensure that KPI and SLA targets and client expectations for quality, timeliness, process efficiency, and accuracy are all exceeded.

Primary Responsibilities Cont.

Customer Service and Team Building

  • Takes independent action by actively seeking information to understand customer circumstances, problems, expectations, and needs. Initiates action to correct problems or notifies the Department Manager of issues as appropriate.

  • Representing and advocating for the customer interests by remaining aware and knowledgeable of any significant issues or requests. Ensure that service delivery and customer satisfaction exceed service level expectations.

  • Manage expectations by assessing customer feedback, communicating progress, conducting research, and assisting to improve IT procedures.

  • Partner with the ServiceNow Tools, Development, and ESM Governance to enable process automation, optimization, and adoption of future releases.

  • Capable of resolving service management and procedurally related conflicts, identifying alternatives, and providing solutions.

    Organization Effectiveness / People

  • Prepare and deliver quality executive presentations.

  • Negotiate, facilitate, and build consensus.

  • Provide leadership, operational management, direction, and ongoing feedback for support team

  • Demonstrates the desire to continue ITSM and ServiceNow education efforts through attending conferences, seminars, training classes, networking, etc.

  • Supports team by initiating additional training and implementing programs to meet company objectives, as applicable

    Ability to successfully develop and implement efficiently, actionable roadmaps

Qualifications

Qualifications

  • Minimum 5 years of experience in IT technical environment

  • Minimum 3 years of experience as a Service Deliver Lead managing KPI, OLA and SLAs

  • Minimum 2 years of experience with ITSM tool such as ServiceNow

  • Minimum 2 years of experience and knowledge in training support staff and managers in customer expectation, customer service, and effective technical support

  • Experience implementing processes aligned with ITILv3 required; ITILv4 is a plus

  • Experience managing vendors and resources a plus

    Education

    Bachelor’s Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.

For Benefits Information, click http://hrweb.mit.edu/benefits

Selected candidate will be subject to a pre-employment background investigation and must be able to obtain and maintain a Secret level DoD security clearance.

To safeguard our health and well-being, MIT Lincoln Laboratory requires COVID-19 vaccination for all employees. Individuals may request exemption from the vaccine requirement for medical or religious reason.

MIT Lincoln Laboratory is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship is required.

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