[486] in winnt
IS Open Position ....
daemon@ATHENA.MIT.EDU (Katherine K. Allen)
Thu Mar 2 13:28:29 2000
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Date: Thu, 2 Mar 2000 13:30:29 -0500
To: infosys@mit.edu, itpartners@mit.edu, macpartners@mit.edu,
ntpartners@mit.edu, helpstaff@mit.edu, aac-aoquery@mit.edu
From: "Katherine K. Allen" <kathy@MIT.EDU>
Cc: kathy@mit.edu
Colleagues: The IS Customer Support Center seeks a qualified Team
Leader to work with and meet the needs of its Institute customers.
This position is available immediately. Please circulate widely. It
is an outstanding opportunity to work in a team-based, challenging, and
fast-paced environment. This position will be posted shortly to
http://web.mit.edu/jobs. Applicants may apply on-line. Or, resumes
and cover letters, referencing JOB NO. 00-0197, may be sent to:
MIT Human Resources
P. O. Box 391229
Cambridge, MA 02139-0013
Thank you .... Katherine K. Allen
TEAM LEADER, INFORMATION SYSTEMS CUSTOMER SUPPORT CENTER.
Responsibilities: Lead Computer Consulting Team, providing superior
customer service to the MIT community in the areas of pre-purchase
computer consulting, troubleshooting, needs analyses, software and
hardware evaluation, training, and documentation on information
technology. Maintain a high level of general knowledge of information
technology and contribute to product line discussions. Work with
vendor partners. Design and maintain MCC web pages. Participate in
project teams. Integrate the work of the IS Customer Support Center
with the wider IS Support Process. Oversee the day-to-day operation of
the consulting center. Respond rapidly to customer issues. Monitor
the NECX partnership. Prepare budgets and develop forecasts. Staff
computer consulting team (hiring, performance management, professional
development, coaching, and workload balance).
REQUIREMENTS<bold>:</bold> Current in-depth knowledge of computer and
software products in Apple, PC and UNIX platforms. Familiarity with
ECAT2 and SAP, with information technology, and with MIT and IS
practices, policies, and operating norms. Solid project management
skills. Technical and troubleshooting skills with multi-platform
desktops in the MIT network environment also preferred. Web page design
experience desirable. Superior customer service orientation and the
proven ability to meet customer needs of the MIT community. Leadership
and management skills. Flexibility and adaptability.
The following well-developed MIT compensable factors also required:
Collaboration: Group Problem-Solving, Consensus Building, Gaining
Organizational Support. Communication: Verbal/Written Skills,
Listening and Understanding, Conflict Resolution, and Educating Others.
Influencing & Leading: Team Building, Developing Organizational
Talent, Managing and Coaching, and Effecting Diversity. Critical
Thinking & Problem Solving: Finding & Implementing Solutions,
Innovation & Continuous Improvement, and Strategic Orientation.
Knowledge, Skills & Expertise: Depth/Breadth of Knowledge, Acquiring
and Developing Expertise/Skills, and Organizational/ Competitive
Knowledge. Responsibility & Accountability: Organizational Scope,
Impact of Position, Degree of Autonomy, and Bias for Action.
QUALIFICATIONS: Bachelor's degree, or equivalent combination of
education and experience. Master's degree preferred. At least 4 years
direct, or 5-6 years related experience in information technology
support and service in several categories of both hardware and
software. MIT or higher education experience preferred. JOB NO.
00-0197.
