Application Support Lead
Boston, MA /
ITD – Information Technology Department /
At the Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
The MBTA Customer Technology team is working to transform how people get around the Boston area.
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
Do you want to improve the daily transportation experience for 4.7 million people in the Boston region? Ready for the challenge? Then read on.
The Transit Application Support Lead will lead and provide end-users support for internal systems and applications. This position will lead a team of support specialists, and analyze end-user support requests in order to identify problems, troubleshoot issues, resolve problems, and answer end-user questions.
In this role, you will manage a team of support specialists helping our front-line staff (e.g., dispatchers, field officials, maintenance staff) effectively use technology in their vital work to keep buses, trains, and ferries running for MBTA riders. On a given day, you might be helping your team learn about transit specific tools like scheduling software, describing a recurring user problem to the relevant application team, or talking with front-line staff to understand their challenges. Your team will be at forefront of the MBTA’s vision of a technology-enabled operations workforce that keeps our transit service moving.
Duties and Responsibilities:
- Lead and manage a team of support specialists performing application support activities
- Ensure all team membersare current on new technology, procedures, and system changes
- Plan and organize team roles / responsibilities to ensure proper staffing support
- Review the quality of the team’s support tickets to ensure the information is complete andaccurate, performing follow-up with team members for coaching and / or corrective action
- Establish and maintain a culture of exceptional end-usercustomer service
- Provideend-user support for a wide-range of internal industry-specific business applications, with the goal of first call resolution
- Monitor and promptly respond to end-user support requests received via phone, email, or IT ticketing system
- Troubleshoot and work to resolve applicationtechnical issues encountered by end-users
- Respond to application functional “how to” questions and inquires posed by end-users, and instruct end-users on general application functionality
- Perform detailed documentation of all end-user interactions within the IT ticketing system, including troubleshooting steps performed and / or resolution for all support requests
- Escalate issuesto appropriate 2nd / 3rdlevel subject matter experts, when necessary
- Utilize internal and external support documentationto answer questions and resolve issues, includinguser guides,knowledge base articles, and troubleshooting procedures
- Lead the creation and maintenance ofinternal support documentation, including FAQ documents, knowledge base articles, and troubleshooting procedures
- Monitor the uptime and performance of critical systems using SolarWinds, Splunk, and other system monitoring tools
- Perform user access provisioning for applications, including new user account establishment and access permission updates
- Lead the training of new team members, ensuring that all team members are properly trained on all support tasks and procedures
- Handle sensitive and confidential information in an appropriate manner
- Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner
- Work any and all shifts and / or locations as assigned or directed
- Associate’s degree from an accredited institution or comparable experience in the field of Information Technology
- Five (5) years of hands-on experience providing application support, including both functional and technical support, to technology end-users
- One (1) year of experience in a team lead / supervisory capacity
- Experience in troubleshooting various applications and systems
- Experience communicating technical information to non-technical end-users
- Experience with IT service management / ticketing systems
- Ability and willingness to learn new technologies and applications
- Ability to manage a significant flow of communications, including phone calls, emails, and ticket comments
- Ability to work with many different types of professionals in a fast-paced, constantly changing environment
- Ability to work effectively with a diverse workforce and end-user community
- Excellent attention to detail
- Proficiency with Microsoft Word, Excel, Outlook, PowerPoint, and Teams
- Effective organizational, analytical, multi-tasking, time management, and documentation skills
- Strong interpersonal skills to interact with end-users and team members
- Excellent verbal and written communication skills
- Excellent customer service and conflict resolution skills
- Experience with transit scheduling, operations management, asset management, vehicle tracking, and / or resource planning applications
- Experience or interest in the public transit, transportation, utilities, and / or logistics industry
- Experience in business industries with 24 x 7 operations
- Experience with cloud platforms, such as Azure or AWS
- Experience with industry-specific ERP systems
- Experience with ServiceNow
- High School diploma or equivalent (G.E.D.) and an additional four (4) years of directly related experience in the field of Information Technology may be substituted for theAssociate’s Degree requirement
The work environment will be a hybrid approach, with a combination of on-site work (1-2 days per week) and remote work.
Unfortunately, we are unable to hire candidates who would perform their work in Washington DC, Connecticut, New Mexico, Pennsylvania, South Dakota, Washington, West Virginia, and Puerto Rico.
Pay rate range is $60 - $75 per hour (W-2), up to 1880 hours per year.
Diversity, Equity, and Inclusion:
CTD is dedicated to creating a diverse and inclusive environment—it’s essential to the work we do. In order to effectively partner with MBTA departments and do our best work for riders, our team must reflect the wide variety of people who use the MBTA’s services. We welcome people with different strengths, experiences, and backgrounds who share a passion for improving people's lives. Our team is deeply committed to diversity, inclusion, and continual learning. We strive to foster an environment where each individual is valued, feels a sense of belonging, and is welcomed to bring their best self to work.
Here at CTD, we provide equal opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and manage all personnel without regard to race, color, national origin, cultural identification or expression, socioeconomic background, religion, gender, gender identity or expression, sexual orientation, family status, marital status, learning style, neurodiversity, genetics, disability, age, veteran status, or any other non-merit based or legally protected grounds.
Research has shown that women and people of color are less likely to apply for roles unless they believe they meet all qualifications. We strongly encourage candidates from marginalized groups to apply, even if you don't believe you meet every one of the job qualifications listed. We’re committed to maximizing the diversity of our team and want to hear from anyone who is passionate about our efforts and interested in supporting our work for riders.